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Title: Customer Service Policy Changes-IVIeeting Todays Needs
Author: George G. Vapaa
Source: American Gas Association 1981
Year Published: 1981
Abstract: Customer service policies evolve to meet the needs of utilities and the customers they serve. With the passage of time, it is not unusual for those needs to change, and it is appropriate for the policy to change to meet those needs. It is important to realize that each company represented here is faced with a unique situation and that there is no universal customer service policy that meets each and every utilitys needs. The size and nature of a companys service territory, be it urban, surburban, rural or some combination, is rarely duplicated elsewhere and is in a constant state of flux. Forums such as this allow us to learn how others make decisions and why the decisions were necessary. The lessons learned by others can help us rectify problems that are current concerns and avoid errors in the future.

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