An uphill battle

Article Abstract:

Most national accounts customers welcome the deregulation of the electric utilities industry because it makes large cost savings possible. However, these customers, made up of large companies that buy for multiple sites across the country, also believe that service quality is slipping at most utilities. As a result, many of them are dissatisfied with the increasingly confused customer service situation prevailing in the utilities sector. A survey of these customers reveals that they want one-stop convenience, as well as lower costs, plus attentiveness from utilities' representatives.

Analysis, Customer service, Deregulation, Edison Electric Institute

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The true cost of poor service

Article Abstract:

Business enterprises, particularly electric utilities, must allocate adequate resources for creating call centers and customer support systems in order to lessen financial losses resulting from complaints. Arlington, VA-based TARP Customer Care Solutions has designed a model for calculating the overall costs of customer service. The model, based from corporate management data, further outlines measures to determine the actual causes of customer problems and provides training on handling unpleasant customers.

Management, Customer satisfaction

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Taking to the airwaves

Article Abstract:

Charlotte, NC-based Duke Power Co.'s DukeNet Communications markets personal communications services (PCS) in North and South Carolina through partnerships with Carolina Power and Light's CaroNet, BellSouth Corp. and regional independent telephone companies. Duke Power's expertise in fiber optic cable comes in handy as it markets PCS through DukeNet Communications.

Telecommunications, Radiotelephone communications, Cellular Mobile Radio Services, Cellular and Other Wireless Telecommunications, Telephone Communication, Telecommunications services industry, Telecommunications industry, Reports, Cellular telephone services, BellSouth Corp., BLS, Personal communications services, Duke Power Co., DUK, Carolina Power and Light Co., CPL

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