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Title: Quality Of Service Study: Gas Appliance Service
Author: Joseph Defuria
Source: American Gas Association 1991
Year Published: 1991
Abstract: What is customer service? What is good customer service? What is bad customer service? How do you know if the service you are providing is good or bad? If you know what it is, do you know what you have to do to change it? Are resources being committed to areas not important to customers and not enough where it is needed? These are all legitimate questions concerning customer service and by no means is this list complete. At PSE&G, we are wrestling with these and other questions because we want to provide excellent service and at the same time maximize the efficient utilization of our resources. In order to do this, answers to these questions had to be found. Our customers needs, wants and expectations had to be determined and PSE&Gs performance in customer service evaluated. Customer service is an extremely broad issue. To limit the parameters of this study, the scope was focused on Gas Apphance Service. PSE&G has a very large appliance service operation. To put this into perspective, I would like to give you some background information. PSE&G has 1.5 million customers, of which, one million have gas heat. Each year about 2 million service calls are responded to by our servicemen. There are 725 servicemen who report to 13 locations in N.J. As you can see, appliance service is a big part of PSE&Gs operation, and doing it well or poorly has a large impact on how customers and the regulators view us.

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