Response Tactics

Customers may contact their utility to express frustration about the Oracle Utilities Opower program for any number of reasons. For example, they may think they are being judged too harshly or shamed into saving energy. They may also have legitimate reasons for thinking that the program does not take into account their unique situation. Below are a few strategies that may be effective when dealing with upset customers.

Re-articulate the purpose of the program.
Use emotionally-neutral language.
Validate special circumstances.
Check their profile information.
Ask for constructive feedback.

Re-articulate the purpose of the program. Make sure that customers understand that the purpose of the program is to help them. Let them know program participants have been proven to save energy and money, and you want to help them do the same. For more background information, see Program Overview.

Example

Customer: Can I opt out of the program?

CSR: Yes. The Oracle Utilities Opower program is provided to help you understand your home energy use, save energy, and lower your bills. However, if you would like to opt out, you may be able to do so in the account settings section of the web portal. I can also help you manage some of your preferences over the phone.

Use emotionally neutral language. If a customer feels judged, shamed, or personally attacked by some aspect of the program, use neutral words to reframe the conversation. Apologize by saying “offending you was not our intent” and let them know that the intent of the program is to provide education, context, and a comparison that will give them a realistic idea of how much they can save.

Example

Customer: Why are you trying to shame me?

CSR: We are not trying to shame or judge you. If we have offended you, it was not our intent. Rather, we hope that the information we provide can offer valuable insights and context about your home’s energy use so that you can save energy and money. We have joined other cities and utilities across the country to provide these reports because they have been proven to help households effectively save.

Validate their special circumstances, if appropriate. If a customer feels that the neighbor comparison is unfair because of unique circumstances (such as a high number of occupants, someone who works at home, or an energy-intensive hobby), let them know that these circumstances probably are affecting how they compare to their neighbors, but that the program can still be a useful informational tool and allow for measurement of one’s own performance over time.

Example

Customer: I have special circumstances. Why don't you take these into account for the neighbor comparison?

CSR: We do take some special circumstances into account based on information in your home profile. For example, we can account for what type of heating you use. But there are a few reasons why we can’t take all special household characteristics into account for the neighbor comparison. (Note: See Neighbor FAQs - Special Circumstances for more information.)

Check their profile information. Shift the focus of a tough conversation to something constructive by asking to confirm that we have the correct profile information for them. Customers are likely to be appreciative that you’re helping to provide them with quality, personalized information. For more information about customer profiles, see Updating a Customer's Home Profile.

Example

Customer: How can I update information about my household to improve the accuracy of my neighbor comparison?

CSR: There are several ways to update your household’s profile information. If you have access to the web portal, you can take the Home Energy Analysis to tell us more about your home and see the most relevant tips for your home. You can update your information in the account settings area of the web portal. These changes may impact the tips you see and/or how you compare to your neighbors in your next report. To see your updated information more quickly, you can visit the web portal after your next billing cycle. I can also help you update your profile.

Ask for constructive feedback. Another way to shift the focus of the conversation is to ask for constructive feedback. Ask the customer how they would like to see the program changed, and then provide that information back to Oracle Utilities. We are always improving our products and appreciate the feedback.

Example

Customer: The neighbor comparison is unfair and doesn't account for my unique situation.

CSR: Thanks for your feedback. Is there anything you would change about the feature so that it would be more helpful or useful?