About the session
Complaints and bad debt have long been sources of poor publicity and lost revenue for utilities. And as business challenges, they are shrouded in negativity.
But a change of perspective may be timely. Some complaints will always be a given – even in a high performing business – but handled well and in a culture which supports learning, they could be turned into opportunities for competitive development and outperformance.
Likewise, in a market where customer engagement is key and retention hard-won, customers struggling with bad debt could be transformed from red blotches on the balance sheet into opportunities for capturing loyalty, raising employee morale and improving brand.
