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 186415334 © Dzmitry Dzemidovich |
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 351,518 views
  • Jun 25, 2020

Greetings Customer Care members!

Even as we see new spikes of COVID-19 in some places across the U.S., other areas are tentatively reopening. The path to recovery may continue to be inconsistent but we will eventually reach the destination and smart utility professionals are already thinking about what customer care will look like after the crisis has passed. As always, your fellow community members have been exploring this topic and sharing their expertise. 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.

Don’t Wait for Moratoriums to End: Define Your “Customer Balance Risk Zones” Before It’s Too Late

By Alison Alvarez, posted on June 24

When states lift pandemic-related disconnection moratoriums, utilities and customers may not be ready. That’s because many customers will still not be able to pay their bills. In this article, Alison describes how utilities can use “customer balance risk zones” to address this bill pay catastrophe.

OPPD Working Hard to Keep Rates Low for Customers: Board Receives Update on Progress Toward Directive Goals

By Jodi Baker, posted on June 12

Image Credit: ID 14297142 © Alain Lacroix |

Omaha Public Power District (OPPD) is working hard to keep rates low and affordable for its customers. In this piece, Jodi walks us through their many programs. In addition to holding off on disconnection notices, the utility is providing several avenues of assistance for now and post-pandemic.

Six Ways Utilities Can Deliver the “Care” in Customer Care

By Mike Patelski, posted on May 28

The COVID-19 pandemic has revealed ample ways for utilities to assist those who may be struggling. While no one asked for the impetus behind it, Mike points out here that this stepped-up customer care may provide an opportunity to improve that care now and well after the crisis has passed.

Fort Collins Utilities’ Pandemic Response Puts Customers First

By Karen Marcus, posted on May 28

Image Credit: ID 104075527 © Ruletkka |

Like many other power providers, Fort Collins Utilities has taken proactive steps to meet customer needs during the pandemic. For this article, I interviewed Lisa Rosintoski, Deputy Director, Customer Connections to learn what her team is doing now and how it will change as circumstances shift.

Energy Insecurity: Why It Matters Now

By Jacquie Moss, posted on May 28

Among the countless tragedies brought on by the pandemic, more people may begin to experience energy insecurity. In this article, Jacquie explains how that trend will likely include a large number of Texans, many of whom have experienced decreased incomes or even lost livelihoods.

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