- Apr 19, 2020 9:05 pm GMT
Here's an interesting read about customer experience during Covid-19. The article details problems with Texas's Electricity Relief Program, which allows customers to either sign up for a deferred payment plan from their electricity provider or, in the case of people registered for unemployment insurance or those who are of low-income, suspends disconnections. Customer service reps at utilities were not educated properly about these conditions and that caused problems with customer experience. The rapid spread of coronavirus has created a quicksand of policies and programs that are constantly changing. I wonder if the utilities in Texas considered forming rapid response customer experience teams to monitor and execute critical customer-focused initiatives.
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