4 Tips to Acquire New Energy Customers in a Deregulated Energy Market
What do customers want? What are customers’ biggest ......reviews a home energy audit . for a...
Transcript of What do customers want? What are customers’ biggest ......reviews a home energy audit . for a...
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Cindy Muir
Florida Public Service commission Office of Consumer Assistance & Outreach
Presented By:
What do customers want? What are customers’ biggest frustrations?
44th Annual PURC Conference
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Three C’s For Customer Experience
Consistent Complete Clear
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What the PSC Regulates
Investor-Owned Electric Utilities Investor-Owned Natural Gas Utilities Investor-Owned Water/Wastewater Utilities Some Regulatory Oversight of Telecommunications Companies in Florida
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Complaint Investigation/ Resolution by PSC Staff
Investigate the facts and circumstances of the case; Research and interpret applicable statutes, rules, orders and utility tariffs; Specify corrective action and ensuring compliance; and Advise the consumer, and serve as the facilitator where necessary.
The company has 15 working days to respond to the commission with a resolution.
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Complaint Process using Transfer Connect
Complaint is forwarded to the utility “Live” customer service representative takes the call If a resolution is reached in three days, the complaint is not recorded
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Customer Service Hearing
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Chairman Julie Brown at National Consumer Protection Week event
at America’s Second Harvest of the Big Bend
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Commissioner
Ronald Brisé
at Lifeline
Awareness Week
event at
Goodwill
Industries’
Prosperity
Center.
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Commissioner
Art Graham
reviews a home
energy audit
for a Beaches
Energy customer
during Energy
Awareness
Month.
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Commissioner Jimmy Patronis toured VizCo, a small
manufacturer powered by solar, during Energy Awareness Month.
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Consumer Connection Newsletter
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Thelma Crump
speaks to
Madison County
residents during
a PSC consumer
outreach meeting
at the Senior
Citizens Council
of Madison
County.
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A Fourth “C,” added to My Three C’s
A Daily Commitment to being:
Consistent Complete, and Clear
With an extra helping of compassion mixed in, to ensure a great customer experience!