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?
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