Good service: a must!(rural electric cooperatives)
Management Quarterly › Vol. 39 Nbr. 3, September 1998
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Summary
It is no longer enough for rural electric cooperatives to be able to provide a steady supply of electricity because their customers also expect good service. Because consumers take good service for granted, what will separate cooperatives from the competition is their ability to improve their customers' lifestyles by providing them the exact services they need that they cannot find or should not have to look for elsewhere. More importantly, they have to be able to demonstrate their genuine concern for their members. Aside from showing concern, good service in action entails smiling at customers even when the day is not turning to be as good as it could be, being friendly and being helpful at all times. Cooperatives should make sure their policies and procedures are 'customer-friendly' and are not convenient only for the organization or its employees.
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Good service: a must!(rural electric cooperatives)
While good, courteous service to our members has always been a top priority, the threat of buyouts and takeovers has prompted all of us to re-examine member perceptions of how well and how pleasantly we meet their needs. Satisfied members who feel positively about our cooperatives are not accidental - they are the result of a thorough, ongoing effort that begins with the board and manager and permeates the entire organization. Employees who are listened to, justly treated, supported and given latitude become member relations representatives who can extend the same genuine court...
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