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

Nevelyn Black's picture
Writer Independent

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
  • 810 items added with 469,551 views
  • Jun 26, 2020

Police departments across the country are urged to take empathy training classes this summer.  But they won't be the only ones enrolling.  With the possibility of power shutoffs looming, FirstEnergy Corp. utilities is putting their customer service reps through “empathy training.” It is their hope that with such training CRS's will be better equipped to assist customers during this tough time.  Elizabeth Marx, executive director of the Pennsylvania Utility Law Project, a Harrisburg-based nonprofit, said, “I just don’t think terminations need to be part of the collection tools right now.”  What should be part of the collection tools being used right now?  What tools will you put into practice for your customer care team?  Will empathy training be enough to calm concerned utility customers?

Nevelyn Black's picture
Thank Nevelyn for the Post!
Energy Central contributors share their experience and insights for the benefit of other Members (like you). Please show them your appreciation by leaving a comment, 'liking' this post, or following this Member.
More posts from this member
Spell checking: Press the CTRL or COMMAND key then click on the underlined misspelled word.
Matt Chester's picture
Matt Chester on Jun 26, 2020

What a great idea-- and this isn't to suggest that customer service reps are typically unempathetic, but during these stressful times it's important to really know how to handle these situations. A nice proactive move to see

Get Published - Build a Following

The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.

If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.

                 Learn more about posting on Energy Central »