Credit & Collections: Customer Service Roundtable - March 4, 2014
If you have responsibility for extending credit or collection activities at your utility, you will want to attend this Roundtable discussion on March 4, 2014, being held at the NEPPA Training Center in Littleton, MA.
Credit topics:
- What policies are in place for customer ‘move-ins’ who have past balances and/or bad payment history?
- Does your utility have a ‘security deposit’ policy? If so, how much?
- What are the criteria for ‘installment plans’ at your utility?
Collections topics: (*Even though every state has unique regulatory procedures, please provide input as to the following):
- What is the typical number of days from the original billing date to ‘final’ warning letter, to termination day?
- Besides the required notices required by regulation, what are the unique notices that work best for your utility (automated robo-call/Internet/email/texting)?
- What is the practice for termination for non-payment (door knocks/hanger/remote termination)?
- What is the practice for restoring customers from termination for non-payment? What are the fees for restoral?
- How many customers can you typically terminate for non-payment in one day?
Utility representatives are requested to bring sample customer notices and / or form letters for the following:
- Scripts of messages (invoices/robo-calls/etc.)
- Copies of warning letters/termination notices
- Copies of installment plans
Please keep an eye out for registration later this month!