This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 

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Nevelyn Black is an independent writer with a background in broadcast and a keen interest in renewable energy.  In the last few years, she transitioned from celebrity interviews and film shoots...

  • Member since 2017
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  • Nov 10, 2021

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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