This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 


Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members

image credit: Photo 199340117 © Nuthawut Somsuk |
Karen Marcus's picture
Freelance Energy and Technology Researcher and Writer Final Draft Communications, LLC

In addition to serving as an Energy Central Community Manager, Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with...

  • Member since 2017
  • 416 items added with 353,035 views
  • Nov 12, 2020

Greetings Customer Care members!

For months, health experts have been warning that a new wave of COVID-19 infections could be expected as colder weather set in. Now that we’re well into fall and approaching winter, those dire predictions have unfortunately been proven accurate. After establishing numerous guidelines and programs to assist their customers, utilities are being called upon to do even more to help them pay their energy bills and keep the lights on. Possible new initiatives include offering bill-pay assistance, creating useful energy-saving programs, and continuing shutoff moratoriums.

As always, your fellow community members have shared their wisdom and expertise on these topics and many more. To see them all, visit the Customer Care Group. Or, for some intriguing highlights, click through using the links below. Be sure to like your favorite articles, and remember your comments are always welcome. 

Happy reading from Energy Central Community Manager Karen Marcus.

Young Consumers Struggling the Most to Pay Energy Bills Says Ofgem COVID-19 Report

By Matthew Olney, posted November 10

The Office of Gas and Electricity Markets (Ofgem) in the U.K. has published a new report about consumer concerns. Here, Matthew summarizes the report, including the troubling fact that young people are the most worried about their ability to pay their energy bills during the pandemic.

How Do 2021 Trends Impact Your Utility?

By Andy Gotlieb, posted on November 9

Image Credit: Photo 54642229 © Charlieaja |

In this piece, Andy mentions several trends that might affect public relations as the new year approaches. He advises utilities to focus on the health and safety of both customers and crew, promote energy-saving programs, and use new technology and social media to connect with isolated customers.

Being the Good Guy During COVID-19

By Henry Craver, posted on November 3

Many utilities adopted a position of suspending service cancellations at the start of the pandemic. In this article, Henry describes the implications of continuing this policy for the duration, pointing out that the current economic challenges may actually present the unique opportunity to be seen as the “good guy.”

Eldercare Goes Smart With Home Automation

By Ved Sen, posted on November 2

Image Credit: Photo 43970941 © Artanika |

In this post, Ved explains how utilities are contributing to eldercare through home automation. Deployments include sensors that can track and detect challenges with seniors’ movement, sleep, and other indicators, and send alerts to caretakers or healthcare professionals if needed.

Utilities Help Households Still Struggling as Pandemic Wears On

By Karen Marcus, posted on October 20

Since the pandemic started, utilities have been promoting programs to help households keep their power on. Here, I describe the efforts of three utilities — Xcel Energy, Duke Energy, and Nicor Gas — in providing bill credits and bill payment assistance to get customers through this trying time.

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