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

image credit: ID 171323575 © Mykola Sosiukin |

Greetings Customer Care members!

The COVID-19 pandemic is still top-of-mind for just about everyone, including utilities. Your fellow community members have been keeping up with the latest developments and contributing their own expertise to the conversation. Click through to read their wisdom using the links below. And, remember, your comments are always welcome. 

Happy reading from Energy Central Community Manager Karen Marcus.

Xcel Energy Proposal Would Lower Electric Bills Amid COVID-19 Pandemic

By Randy Fordice, posted on April 24

Xcel Energy has asked the Minnesota Public Utilities Commission to approve $25 million in benefits to help electric customers through 2020. This move takes advantage of lower than expected fuel costs in recent weeks. In this article, Randy shares the details.  

Are You Still Promoting Your Utility’s Good Works?

By Andy Gotlieb, posted on April 23

Image Credit: ID 65234933 © Kamachi209 |

During the pandemic, many utilities have discontinued shutoffs for delinquent accounts, established a deferred payment program, or found other ways to help customers through this difficult time. Here, Andy reminds utility companies to promote those good deeds.

How Will the COVID-19 Crisis Change Customer Care at Utilities?

By Rakesh Sharma, posted on April 15

In this piece, Rakesh observes that some of the changes taking place within utility customer care due to the pandemic could become permanent. Specifically, virtual customer assistants and social media are becoming increasingly common in customer care and may well continue to be.

Now Is a Critical Time for Utilities to Interact With Customers Wisely

By Peter Key, posted on April 8

Image Credit: © Charnsitr |

How electric utilities interact with their customers during the pandemic will go a long way to shaping their relationships with their customers in the future. Here, Peter explains that, while the crisis presents many challenges, it also presents opportunities to gain customer loyalty.

Easing Anxieties and Meeting Needs: Communications Tips During COVID-19

By John Egan, posted on April 4

Strong communication is critical for companies of all kinds during the pandemic. Yet for those, like utilities, that provide essential services, it’s even more important. In this article, John offers helpful tips to use now and any time the unexpected happens.  

Karen Marcus's picture

Thank Karen for the Post!

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