special focus
CUSToMer ServICe
Whether you're fielding billing
questions or working in the
field, whether you're dealing
with an outage or preparing
for a storm, the customer is
the focal point of your efforts.
That's why utilities vie for
the top J.D. Power rankings.
And it's why they have made
major investments in software
and personnel. In this special
section, American Gas looks at
the state of customer service-
through rankings, through
technology, and through the
growing use of social media.
INSIDE:
The J.D. Power Mystique:
Why the rankings matter
22
Fieldwork: Using technology to
provide better customer service
26
Burner Tips: Strategic thinking
for social media
30
Buyer's Guide: Call Centers
and Customer Service
32
illustration by harry campbell
aprIl 2014 AMerICAn GAS
21
Table of Contents for the Digital Edition of American Gas - April 2014