In-depth, empathetic conversations
Proactive communications are also essential in a crisis such as this: identifying the cohorts that are most likely to be affected, offering as much information and advice as possible, and preparing for more in-depth and empathetic conversations than may have been required in the past.
It is challenging. With distress and anxiety, emotions can run high. And in a society attuned to on-demand services and next-day delivery, there’s an increasing expectation of instant resolution. However, we invariably find ways in which we can help. And, in advance of the energy price cap change in October 2022, there’s never been a more pressing time to take action to handle the inevitable and continued surge in queries, complaints and payment problems.