Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – June 24, 2021

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Freelance Energy and Technology Researcher and Writer, Final Draft Communications, LLC

Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with well-known companies, providing direction, research, writing, and...

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Welcome to the Customer Care Group roundup, Customer Corner. As always, your fellow group members are paying close attention to utility customer care trends and sharing their insights. This month’s selection includes information about communicating with customers about scams and potential energy shortfalls, communicating with the media in a post-COVID environment, and more. Be sure to like and comment on your favorite posts. Happy reading!


Return to Normal Times Merits a Revised PR Approach for Your Utility

Andy Gotlieb

Link to original article:

Since the COVID-19 pandemic started dominating the news, your utility has likely adjusted its PR strategy accordingly. Now that things are getting back to some semblance of normal, it’s time to adjust again. In this post, Andy Gotlieb, Managing Editor of a specialty publication suggests a proactive approach. For instance, with bill repayment deferrals ending, you should be spreading the word about how customers can repay their debts. Andy suggests other issues that you may need to return to as well as tips for renewing your relationship with the media.


What Does Proactive Prevention of Utility Scams Look Like? FPL Speaks Out

Nevelyn Black

Link to original article:

Scammers love to take advantage of transitions when people are focused on other things. The expiration of utility shutoff moratoriums is a good example. In this article, Nevelyn Black, Independent Writer explains that during this time the rate of fraud has increased substantially, and she offers suggestions for utilities to help prevent their customers from becoming victims. Strategies include warning customers about possible fraud, explaining what to look out for, and reminding them of what to expect from the utility. The key is to be as proactive as possible.


High Bills and No Power? Get Ahead of Potential Energy Shortfalls

Maureen Mierke

Link to original article:

No one likes bad news but, in this piece Maureen Mierke, Marketing Manager at Questline Inc. explains that utilities should be willing to share some of it with customers to avoid even worse news later. Warning customers now that they may need to cut down on their energy use during periods of forecasted high temperatures this summer is better than reporting power outages resulting from high demand. Customers will appreciate the honesty, their lower bills, and perhaps even avoided outages.


Tech Trends for Utilities: Our Reality Is Now a Merged Reality

Sharon Parker

Link to original article:

Here, Sharon Parker, Senior Marketing Manager at Clevest, an IFS Company explains the many uses of merged reality for utilities. This type of technology can enable things like having a technician walk a customer through relighting a pilot light using an app; having remote field workers get support from more senior employees; or conducting virtual field audits to gather proof of compliance for safety regulators. The merged reality model can help utility workers save time and money, lower their carbon footprint, and improve the technician-to-customer call ratio, all contributing to safe, reliable, and cost-effective operations.


Thanks again for reading this edition of Customer Corner! The authors listed above are eager to hear your thoughts and questions, so don’t hesitate to engage them. And if you want your content to be featured in this spot in future issues, be sure to publish your posts within the Customer Care Community.


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