In most jobs, the occupational hazards are completely within the employee’s control. Those tasked with lifting heavy objects can wear a back brace or practice proper form. People who spend hours at a keyboard can take periodic breaks and stretch for mobility and joint health. But for utility field technicians, the great outdoors is the great unknown. Given their roles and responsibilities, it’s possible for field technicians to come in contact with poisonous plants and dangerous animals on any given day. Anyone working outside knows that outdoor protection is key to avoiding hazards such as bug bites and stings. In an effort to assist your field technicians with that kind of awareness, we’ve put together a list of five safety tips to keep in mind when working outdoors.

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By now, the rapid aging of the current utility infrastructure in the United States is well-documented. Many have questioned the long-term operability of critical infrastructure mainstays like the power grid, noting how much of it has reached or exceeded its presumed lifespan.

The natural inclination is to want to overhaul and completely replace infrastructure, but various factors make that essentially impossible. In addition to the overwhelming cost, the time it would take to complete such a task is astounding. To put this into context, it would take more than 200 years to complete a replacement of every natural gas pipe in the country. Though there’s no one right solution to the problem of aging infrastructure, but the most realistic approach is an unwavering commitment to sound maintenance.

The best way to extend the life of vital assets and infrastructure is to keep them in the best possible condition. And the best way to keep something in an optimal condition is to practice proactive maintenance.

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A customer’s journey encompasses much more than the exchange of money for goods or services. It’s about filling needs, solving problems, and completing tasks. But the reality is that each customer’s journey is subject to hiccups along the way. A fact that underscores the importance of a commitment to offering superior customer service.

Related: Utility Customer Satisfaction Improves With Tech

In recent years, one of the traits most synonymous with superior customer service has been empathy. Empathy is the ability to understand or feel what someone else is experiencing. This social skill has become a must-have on customer service agent job descriptions as businesses work to meet heightened customer expectations. As we explore customer empathy for better customer service interactions, here are some tips to relay that can help agents better connect with customers.

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What are two things that heavy machinery like bucket trucks, digger derricks, excavators, and cranes have in common? They’re all expensive, and utility companies use them in the field to keep their systems running properly. Proper maintenance increases the lifespan of equipment and helps to ensure safe operation.  Processes and protocols developed around equipment are pivotal in any utility’s safety plan. You can reduce risk by following these three preventative maintenance tips. (more…)

These days, customer service is much more of an art than a science. Good customer service requires the agent to possess a variety of personality traits and skills. Some of those include friendliness and empathy. But what is the one customer service skill that shouldn’t be overlooked? Active listening.

Active listening is about more than hearing what the other person is saying and firing off an answer. It involves using all senses to perceive both verbal and non-verbal cues, digesting those indications, and then responding appropriately. For a lot of people, authentically and effectively engaging in active listening can be a challenge. If you think your team can improve in this area, we may be able to help with these five tips for active listening for customer service.  (more…)

For thousands of years, domesticated dogs have essentially been members of the family, providing unconditional love and companionship like no other animal. Despite the historical significance of “man’s best friend,” dog behavior isn’t always predictable. Unfortunately, many utility workers have learned this the hard way over the years. Still, there are plenty of things utility companies can do to keep Rover at bay and their technicians safe while working. Here are a few essential ways to prepare your field technicians for working with a dog on the premises. (more…)

Predictions around customer experience (“CX”) technology spending are soaring. In fact, International Data Corporation has already said it expects spending in this space to reach $641 billion this year. So, why the push from the s0-called CX movement? Because statistics show that more than 75% of customers expect companies to understand their needs. And as one customer experience expert and Forbes contributor once wrote, “Companies don’t throw money at things that don’t work.”

For many businesses, the path to get the most out of customer experience is through the use of technology. Looking for some ideas on how tech tools can improve your customer experience efforts? Read on as we detail a few of our favorites.

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To say that the last few years have been challenging would be an understatement. We’ve lived through a global health pandemic, navigating daily uncertainty. We’ve navigated changes in how we work and heightened safety protocols at work and play. By and large, workforces across the country have made important sacrifices to maintain employee health and productivity.

No matter how resilient we are, every industry has faced the risk of increased stress and even burnout. As a result, companies are readily acknowledging the importance of mental and physical health. Many are putting strategies in place to keep their employees healthy, engaged, and enthusiastic. If you think your workforce could benefit from a similar approach, here are five quick tips for recognizing and preventing burnout. (more…)

“The customer is always right” is much more than just a motto in today’s service economy. For many businesses, including those in the utility industry, it’s an organizational pillar. Tailored customer journeys have gone from nice-to-haves to must-haves as utilities battle both heightened customer expectations and increased competition. In order to deliver those experiences, utilities can tune into their customers’ needs and how to provide the best possible service.

Related: Top Three Benefits of Customer Service Surveys for Utilities

If you’re interested in improving how customers view your utility, read on. We offer up our thoughts on four things today’s utility customers want.

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The utility industry has witnessed widespread changes over the last two decades. New technology is ushering in a new era of electricity, gas, and water delivery. Technological innovation has also encouraged the creation of new customer service outreach methods. With more service providers than ever before, utilities are doubling down on efforts to ensure their customers stay happy. Two of the most important prongs of that strategy are customer satisfaction and customer experience. Similar in name, they have some distinct differences. To help you better grasp the role that each plays in a utility’s approach to customer relations, we wanted to recap the differences between customer satisfaction and customer experience.

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