Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members
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- May 28, 2020 4:13 pm GMT
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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.
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.
By Rob Girvan, posted on May 27
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.
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.
By George Fandos, posted on May 22
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.
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.