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

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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 351,876 views
  • May 28, 2020

Greetings Customer Care members!

As U.S. states begin to allow businesses to reopen, we’re seeing the light at the end of the coronavirus tunnel. There are sure to be more challenges ahead, but utilities are starting to think about life post-pandemic. Your fellow community members have been looking ahead to what the new customer care normal could look like. Click through to read their insights using the links below. And, remember, your comments are always welcome. 

Happy reading from Energy Central Community Manager Karen Marcus.

Contact-less Consumer Care in 2020: A New Reality

By Nilesh Gudhe, posted on May 28

Utility customers are cognizant of the need to maintain social distancing as long as the pandemic continues. In this article, Nilesh explains how companies are responding by reassessing their customer experience strategies and moving toward contact-less service.

Gain a Customer Satisfaction Bump During and After COVID-19

By Rob Girvan, posted on May 27

image credit: Photo 138942335 © David Burke -

In this piece, Rob points out that “crisis creates opportunity.” He describes how utilities are taking that opportunity to gain service points with customers by taking positive actions in response to COVID-19. Examples include acts of kindness, quelling financial fears, and letting customers know what’s next.  

As States Reopen, How Is Your Utility Going to Handle Frozen Utility Payments?

By Andy Gotlieb, posted on May 26

During the pandemic, many utilities have halted service shut-offs. But, while some people are returning to work, many still face financial hardship. Here Andy describes possible resulting scenarios, including increased LIHEAP participation, a national moratorium on shut-offs, and extended bill forgiveness.  

We Are All Startups, Starting Over Again

By George Fandos, posted on May 22

image credit: Photo by Majharul Islam on Unsplash

The coronavirus pandemic has devastated many businesses. While some have had to shut down entirely, others are coming back, often returning to “startup mode.” In this piece, George presents several suggestions that can help utilities and others to find their way back to success.

Energy Professionals Must Flatten the Contact Center Curve in a Post-COVID-19 World

By Johnny Rosa, posted on May 21

The pandemic has created a challenging juxtaposition within customer care centers: more people are calling with concerns; yet, to maintain social distancing, call centers are reducing the number of agents available. Here, Johnny recommends self-service as a strategy to flatten the call center curve.

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