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Title: Training Of Customer Contact Employees
Author: Richard J. Oneill
Source: American Gas Association 1977
Year Published: 1977
Abstract: Utilities spend millions of dollars annually on the maintenance of their equipment. Meters are constantly being checked, trucks and automobiles tuned up, and mains renewed. Many hours and great efforts are devoted to these tasks, as they should be, in order to provide safe, adequate and proper service to our public but what about those other invaluable assets that do not appear on the balance sheet? These assets if not kept in top condition can cause inefficiency, waste, and the loss of tremendous amounts of money. I am referring to the people of any organization. The success or failure of a business is usually related to the skills, abilities, and desire of its employees.

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