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: ID 176599728 © David S Onassis |
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
  • 414 items added with 351,964 views
  • Apr 3, 2020

Greetings Customer Care members!

The coronavirus (COVID-19) is on everyone’s mind and your fellow community members are here to help you maintain quality customer care through this crisis. Click through to the following articles to get tips on helping residential customers reduce their energy bills, providing business customers with critical information, pitching a story to the media, and more. And, remember, your comments are always welcome.  

Happy reading from Energy Central Community Manager Karen Marcus.

Pitching Your Utility in the Coronavirus Era

By Andy Gotlieb, posted on March 31

The media is looking for new angles to cover the pandemic and utilities can help. Here, Andy suggests taking the opportunity to pitch a story about how your company is adapting to the current reality, such as your policy on shutoffs or what you’re doing to keep workers safe.

KUA Offers Tips to Reduce Household Energy Use During COVID-19 Pandemic

By Chris Gent, posted on March 26

Image Credit: Shutterstock

Being at home more means using more power. Yet a higher electric bill is something many can’t afford. In this article, Chris offers some tips from Kissimmee Utility Authority for reducing home energy costs. Consider sharing them with customers to help them through this challenging time.

How Utilities Can Better Serve Commercial and Industrial Customers During the COVID-19 Crisis

By Rob Girvan, posted on March 26

Individuals aren’t the only ones who need your help during the COVID-19 crisis. In this piece, Rob points out that commercial and industrial customers need timely and accurate billing information to help them make good business decisions now and in the coming months.

Comforting Customers During COVID-19

By Henry Craver, posted on March 24

Image Credit: ID 74314393 © Elwynn |

As the COVID-19 crisis continues, customers may be accessing an overabundance of information, not all of it helpful or even true. Here, Henry reminds readers of the value of effective communication in making customers’ lives simpler and providing a voice they can rely on.

Shared Link – Tips From the Crisis Firing Line: A Communicator Speaks

By David Gaier, posted on March 23

Months before the coronavirus outbreak, David wrote an article about communicating during a crisis. But his suggestions for preparation, maintaining a professional attitude, being flexible, and telling the truth are all very relevant to the current situation.   

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