ELECTRIC ENERGY | SUMMER 2020 - 19

S THE PUBLIC DEALS with the impact of COVID-19, electric utilities are doing their best to be
responsive to confused customers in an unstable environment. Electric utilities generally
do well in addressing customers' needs during these times, especially by providing stable,
reliable power when the rest of the world is so unpredictable. More recently, utilities
have taken steps to help customers who are affected economically through job losses
or temporary layoffs by changing shutoff and late payment policies. From a customer experience
standpoint, utilities have the opportunity to solidify relationships through communications, community support/involvement and these more lenient policies. Customers tend to remember the
companies that helped them during the tough times.
It is even more critical during these times to be listening to customers for the purposes of
identifying needs, responding whenever possible, being empathetic and guiding the utility to
the most impactful solutions. As we all navigate this next year, it is likely there will be waves of
change for customer behaviors and customer expectations. Residential and commercial demand
will shift in waves as customers work from home, slowly go back to the office, and then possibly
work from home again in the case of a second wave of COVID-19. Constant feedback will help the
utilities understand from a customer perspective if they are doing a good job or not in serving
their customers through all stages of this pandemic. Utilities should also monitor what frustrations
customers might be having, or mentions of what proactive actions the utility is taking that are
improving the customer experience.

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ELECTRIC ENERGY | SUMMER 2020

Table of Contents for the Digital Edition of ELECTRIC ENERGY | SUMMER 2020

Letter from the Executive Director
RMEL Board of Directors
Effective Communication & Culture Strategies in Times of Uncertainty
Overcoming Cybersecurity Overload & Security Impacts During COVID-19
Staying Connected to Customer Needs During and After the COVID-19 Pandemic
Now What? A Move to Post-COVID Operation With the Help of e-Learning
2020 Fall Convention
The RMEL Foundation Auction is Going VIRTUAL!
2020 Calendar of Events
Member Listings
Foundation Board of Directors List
Advertisers’ Index
ELECTRIC ENERGY | SUMMER 2020 - Intro
ELECTRIC ENERGY | SUMMER 2020 - bellyband1
ELECTRIC ENERGY | SUMMER 2020 - bellyband2
ELECTRIC ENERGY | SUMMER 2020 - cover1
ELECTRIC ENERGY | SUMMER 2020 - cover2
ELECTRIC ENERGY | SUMMER 2020 - 3
ELECTRIC ENERGY | SUMMER 2020 - 4
ELECTRIC ENERGY | SUMMER 2020 - 5
ELECTRIC ENERGY | SUMMER 2020 - Letter from the Executive Director
ELECTRIC ENERGY | SUMMER 2020 - 7
ELECTRIC ENERGY | SUMMER 2020 - RMEL Board of Directors
ELECTRIC ENERGY | SUMMER 2020 - 9
ELECTRIC ENERGY | SUMMER 2020 - Effective Communication & Culture Strategies in Times of Uncertainty
ELECTRIC ENERGY | SUMMER 2020 - 11
ELECTRIC ENERGY | SUMMER 2020 - 12
ELECTRIC ENERGY | SUMMER 2020 - 13
ELECTRIC ENERGY | SUMMER 2020 - Overcoming Cybersecurity Overload & Security Impacts During COVID-19
ELECTRIC ENERGY | SUMMER 2020 - 15
ELECTRIC ENERGY | SUMMER 2020 - 16
ELECTRIC ENERGY | SUMMER 2020 - 17
ELECTRIC ENERGY | SUMMER 2020 - Staying Connected to Customer Needs During and After the COVID-19 Pandemic
ELECTRIC ENERGY | SUMMER 2020 - 19
ELECTRIC ENERGY | SUMMER 2020 - 20
ELECTRIC ENERGY | SUMMER 2020 - 21
ELECTRIC ENERGY | SUMMER 2020 - Now What? A Move to Post-COVID Operation With the Help of e-Learning
ELECTRIC ENERGY | SUMMER 2020 - 23
ELECTRIC ENERGY | SUMMER 2020 - 24
ELECTRIC ENERGY | SUMMER 2020 - 25
ELECTRIC ENERGY | SUMMER 2020 - 26
ELECTRIC ENERGY | SUMMER 2020 - 27
ELECTRIC ENERGY | SUMMER 2020 - 2020 Fall Convention
ELECTRIC ENERGY | SUMMER 2020 - 29
ELECTRIC ENERGY | SUMMER 2020 - The RMEL Foundation Auction is Going VIRTUAL!
ELECTRIC ENERGY | SUMMER 2020 - 2020 Calendar of Events
ELECTRIC ENERGY | SUMMER 2020 - Member Listings
ELECTRIC ENERGY | SUMMER 2020 - 33
ELECTRIC ENERGY | SUMMER 2020 - Advertisers’ Index
ELECTRIC ENERGY | SUMMER 2020 - cover3
ELECTRIC ENERGY | SUMMER 2020 - cover4
ELECTRIC ENERGY | SUMMER 2020 - outsert1
ELECTRIC ENERGY | SUMMER 2020 - outsert2
ELECTRIC ENERGY | SUMMER 2020 - outsert3
ELECTRIC ENERGY | SUMMER 2020 - outsert4
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