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Title: Changing Customer Needs For Service In The Eighties
Author: Robert H. Regester
Source: American Gas Association 1980
Year Published: 1980
Abstract: This paper reviews trends in customer service departments field work that occurred in the seventies to establish a basis for predicting customer needs for service in the future. The CGI (cant get in) problem is addressed and appointment dispatching is discussed. Changing household sizes and changing working patterns are reviewed as they affect service work. Field force staffing methods to serve customer needs when ihey desire ihem are discussed. Who are our customers? What do they need from us? When do they need it? Where do we get the resources to fill these needs? Who are our customers? Are they the same as before or are they changing? What effects do changes have on your companys operation?

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