 Effective Customer
Communications for Outage Management
Dan
Eichhorn, Director, Customer Contact and Technology,
PSE&G
Brenda Jackson, SVP & Chief Customer Officer, Oncor
Electric Delivery
In 2011, utilities dealt with multiple challenges from
Mother Nature, including the tornadoes in the south,
Hurricane Irene, and blizzards. Learn from this panel
about what went well and what they are changing with
respect to customer communications. This discussion
explores what information customers want during an
outage, how to manage and communicate such information,
as well as how a utility can use multiple channels to
communicate before, during and after an outage. The
impact that these communications can have on customer
satisfaction, community leaders and regulators will be a
key element of the discussion.
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Brenda Jackson is Senior
Vice President and Chief Customer Officer
for Oncor. She is dedicated to creating a
customer-centric culture where customer
viewpoints and questions will be considered
in all corporate decision-making. She
oversees a team of 185 Oncor employees and,
indirectly, the dedicated customer care
employees of a major contractor. |
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Daniel Eichhorn is
currently the Director – Customer Contact &
Customer Technology at PSE&G in NJ. Mr.
Eichhorn’s current responsibilities include
leading; Call Center Operations, Customer
Walk-In Payment and Inquiry Centers,
Residential New Business, Inbound
Collections, SAP Customer Care System
Support and Customer Technology. |
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