Thursday 5th May, 2016
3:15pm to 3:45pm
MANAGE COLLECTION CHALLENGES CAREFULLY TO REDUCE OUTSTANDING PAYMENTS WITHOUT NEGATIVE BACKLASH
After challenges with their billing systems, Hydro One paused the collection of outstanding debt until the situation had normalized. They were then challenged with collecting the balance. Gather lessons learned from Hydro One’s experience and leverage them in your customer service strategies.
*Returning to average levels of amounts owing
*Avoiding media attention
*Maintaining customer relationships despite the circumstances
Balance your customer satisfaction with repayment requirements.
Vice President Customer Service, Hydro One
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