Changing customer needs for service in the eighties
Journal Article
·
· Am. Gas Assoc., Oper. Sect., Proc.; (United States)
OSTI ID:6000449
To establish a basis for projecting and meeting future customer needs, PECO reviewed the trends in the field work performed by its customer service department during the 1970s and the demographic and social changes related to these trends. More women working, for example, caused more can't get in service calls on randomly dispatched, nonappointment work. Other affected areas involve billing and appliance servicing. Special staffing methods - selected overtime, innovative shift designs, and renegotiated contracts, for instance - could help satisfy customer needs more promptly.
- Research Organization:
- Philadelphia Electric Co., PA
- OSTI ID:
- 6000449
- Journal Information:
- Am. Gas Assoc., Oper. Sect., Proc.; (United States), Journal Name: Am. Gas Assoc., Oper. Sect., Proc.; (United States); ISSN POAGA
- Country of Publication:
- United States
- Language:
- English
Similar Records
New electronic phone system speeds customer calls
Learning from the telcos: Applying lessons to electric utility customer service processes
Information technology needs for residential value-added services. Final report
Journal Article
·
Sun Aug 01 00:00:00 EDT 1982
· Pipeline Gas J.; (United States)
·
OSTI ID:6336750
Learning from the telcos: Applying lessons to electric utility customer service processes
Journal Article
·
Sat May 15 00:00:00 EDT 1993
· Public Utilities Fortnightly; (United States)
·
OSTI ID:6218570
Information technology needs for residential value-added services. Final report
Technical Report
·
Thu Nov 30 23:00:00 EST 1995
·
OSTI ID:177395