- Nov 8, 2021 6:55 pm GMT
It is agreed that giving customers bad news should be done promptly, professionally and empathetically. Utility companies will need to apply every one of those tips to break the news about rising energy bills. Eversource Executive Vice President of Customer Experience and Energy Strategy, Penni Conner sympathizes with customers. “We truly understand the strain that this will have on many of our customers who are still dealing with the Covid-19 pandemic.” What is the best approach when tasked with informing customers of rate increases? How is your Customer Experience department softening the blow?
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