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Rakesh  Sharma's picture
Journalist Freelance Journalist

I am a New York-based freelance journalist interested in energy markets. I write about energy policy, trading markets, and energy management topics. You can see more of my writing...

  • Member since 2006
  • 1,011 items added with 680,889 views
  • Apr 20, 2020

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. 

Rakesh  Sharma's picture
Thank Rakesh for the Post!
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Mark Silverstone's picture
Mark Silverstone on Apr 29, 2020

Thanks for this post Rakesh.  It gives me a better idea of what people are going through.  Predictably, I´m afraid, some companies are sloppy and ruthless, regardless of laws meant to protect employees and customers in this crisis.  Combined with government ineptitude, it makes the crisis worse still.

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