The secreT To mer usto c satisfaction Energized, engaged and empowered employees translate into happy customers. Here’s how to fire up your team. The best service is no service. In a perfect world, your customers would never have a reason to call your utility. There would be no service issues because natural gas would flow without interruption. Outages would be non-existent. Every aspect of the service delivery process would be flawless and error-free. Instead of your service reps taking customer service calls, they would be busy taking compliments. But as a natural gas utility, you live in the real world where systems break down, billing errors are made, outages happen and even the best employees make mistakes. When things go wrong, your customers expect you to fix the problem and fix it fast. The challenge for natural gas companies is to determine the right combination of high-tech solutions and By BarBara BurkE human, high-touch interactions. AmericAn GAs april 2010
Table of Contents for the Digital Edition of American Gas - April 2010