Customer service: utility style effective outage communications

摘要

Our CEO, Tom May, reminds us frequently that our customers do not want to be in the dark, literally or figuratively. This was recently reinforced when I met with a group of concerned citizens at a town meeting focused on system reliability. They understood that in our efforts to improve reliability, planned outages were needed, but they were upset because we had been keeping them in the dark, figuratively, about the planned outages. We were not providing them with quality information.