Most customers connect with a utility customer service representative online or through a phone call. Rochester Gas and Electric and New York State Electric and Gas are connecting with customers where they are.
To improve the customer experience and increase satisfaction levels, RG&E launched the Community Connection program, holding 60 events throughout the Rochester, New York, region in 2023 and continuing to host events in 2024. Sister company NYSEG conducts Community Connection programs in its service area, too. All told, 83 events have been held since the series was launched in May 2023.
According to parent company Avangrid, the Community Connection events allow customer service representatives to connect with customers when they are anxious to receive assistance with their billing needs. By appearing at events across the Rochester area, customer service representatives can meet customers in their own neighborhoods and provide accessibility that emphasizes the company’s commitment to its customers.
In 2023, RG&E customer service representatives assisted more than 4,000 customers at popular local events including the Lilac Festival and at such locations as the Bivona Child Advocacy Center and various community centers.
“The response has been overwhelmingly positive,” Alexis Arnold, communications manager for NYSEG and RG&E, told American Gas. “Many customers appreciate being able to connect with service personnel closer to their homes or at places that are convenient for them. They also appreciate the fact that they can get their questions answered and their account needs taken care of in a one-on-one setting.”
In addition to billing questions, Arnold says many customers also ask about the smart meter technology that RG&E began rolling out in 2022.
Customer service representatives and customer advocates volunteer their time to staff these events, which are promoted through media advisories, interviews with media outlets and the company’s social media platforms.
Arnold says the Community Connection series is part of a companywide attention on the customer experience.
“NYSEG and RG&E have made concerted efforts to make improvements to the customer experience,” Arnold said. “Not only did we hire more staff to answer calls when customers have questions, but we found great value in having customer service representatives interacting with the public one on one. We will continue to make investments and show our customers they remain our top priority.”