December 16, 2020

High bills are the number one concern or complaint of all utility customers. As a result, when consumers come calling with these concerns, it is the biggest opportunity that the utility has to serve, to assist, and to educate these customers. It is also one of the biggest challenges. Because they deal with so many of these types of complaints, some customer/member service representatives can become almost robotic in their responses and may serve with a lackadaisical or jaded approach at times. For all the information available to the general public, most people are still highly biased against the utility, feeling that it is the utility’s fault that their bill is so high and not taking any responsibility for their usage.