NOWADAYS, WE'RE ALL FEELING THE CRUNCH OF SOARING ENERGY COSTS at the gas pump, in our homes and even in the cost of doing business each day. In many parts of the country, utility customers are experiencing a similar rate shock as prices rise due to soaring natural gas costs - costs that, for the most part, are beyond the control of utility companies. It's been more than 20 years since our industry has experienced a period of rate increases similar to what we are currently facing. In that era, there was a different standard for the quality of customer service. Now our industry needs to understand our customers' increased expectations for service quality. Our reputation and financial success require that we establish or maintain strong relationships with our customers through active, two-way communications, listening to the customer and offering web-based technologies to meet customer needs. Utilities must demonstrate their commitment to customers by helping them cope with the rate increases or utilities risk serious, long-term repercussions.
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