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Changing Views on the Role of Customer Service – Panel

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The growing convergence of two key utility management functions—customer service and infrastructure modernization—will be the topic of this session. Over the next 15-20 years, as utilities begin to implement massive reconstruction plans for aging sewer, water and even natural gas lines in older municipalities across the nation, the importance of proactive and effective customer service will grow. Age-old standard practices of issuing a press release and leaving customer issues to be resolved by the contractor will no longer be sufficient. Utility managers who are leaders in the area of public outreach and communications believe that more is needed–indeed owed–to those customers who find themselves living or working in the construction zone.
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Document Type: Research Article

Publication date: 2008-01-01

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