People expect one thing when they call the utility: Competence. All the iPad apps and smart meters in the world won’t satisfy that customer if the mundane call turns sour. And woe to the utility that allows those day-to-day interactions to turn into failures that customers describe on Facebook, in utility commission complaints, or on phone calls to the local media.
Turning the utility call into a joy for customers involves a complex chain of events happening just right. In this paper, we explore methods to keep the chain intact and offer competence, not expensive pampering or frustrating neglect, but competence every time.