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Customer Relations and customer Relations Management

Customer Relations and customer Relations Management

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Customer Relations and customer Relations Management

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  1. Customer Relations and customer Relations Management Ted Boyer, Commissioner Utah Public Service Commission Brasilia, Brazil

  2. How Customers Learn of Their Rights and Responsibilities • Utility obligations to disclose • Utility compliance • Public Service Commission Communications

  3. Utility Public Relations • Customer safety programs • Demand side management campaigns • Conservation campaigns

  4. Customer Complaint Process • Rule 746-100 • Referral to the utility complaint department • Refer to the Division of Public Utilities • File a complaint with the PSC

  5. Customer Relations Management • Utilities required by rule to provide annual reports on operations, outages and complaints (Rule 746-310) • Division of Public Utilities collects, analyzes and maintains records on complaints • Customer guarantees in tariffs

  6. Customer Relations Management (cont.) • Third Party monitors • Example: Incoming Call Management Institute • International monitoring organization • 2,625 member companies that receive incoming customer calls • Measure 12 performance measures • PacifiCorp won “Best Call Center of the Year” award in 2005

  7. Customer Relations Management (cont.) • Outage measurements • SAIDI/SAIFI standards • PSC imposed standards (merger conditions) • Utility to track outages • Improvement required in merger conditions • Tracked and reviewed by DPU • Financial penalties

  8. Special Circumstances • Customers requiring life support equipment • Additional notice requirements • Longer time-frames before shutoff • Advise on financial assistance • Installment payment of arrearages • Visit by Adult Protective Services • Right to a hearing