《Customer Relations and customer Relations Management》.pptVIP

Customer Relations and customer Relations Management Ted Boyer, Commissioner Utah Public Service Commission Brasilia, Brazil How Customers Learn of Their Rights and Responsibilities Utility obligations to disclose Utility compliance Public Service Commission Communications Utility Public Relations Customer safety programs Demand side management campaigns Conservation campaigns 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 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 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 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 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 * * Utility obligation to disclose: Rule R746-200:deliver consumer information packet upon provision of service and annually thereafter Utility compliance: Customer Handbook Mailers One page “bill of rights and responsibilities” Rule 746-340: utility to provide notice of rate changes Monthly billings to disclose customer usage and costs PSC communications: PSC website Links to utility websites press releases