The Importance of Delivering WOW Service to a Captive Audience
A utility company could spend a million dollars improving their water or wastewater quality and there is a good chance not a single customer would notice! Great customer service, which does not have to cost a dime, will be noticed every time by the customer! Based on the service the customer receives, they will establish their perceived value in the utilities operations which will yield large returns to the utility, especially during bad times!
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Document Type: Research Article
Publication date: 2010-01-01
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