Billing section analysts take the readings as provided, so if a reading is questionable, they request a reread or place a field-investigation service order. Meanwhile, utility managers measure the field-service section's performance by how many visits staff members can complete in a day, not by reducing the number of visits. The customer-service manager says the department's staff deals principally with problems such as inaccurate or missed reads and questionable bills, which originate in other utility departments. The section's objective is to respond to customers quickly. If there's a question that can't be resolved on the telephone, customer-service representatives often create another service order.
Every customer is treated fairly, so standardized procedures are entrenched.
Customer service is measured by the number of calls handled per day and call-waiting times, not by reducing the number of calls that come in. He encourages meter readers to hurry, but also to be thorough and accurate. In many utilities, the underlying paradigm is that the department managers must watch and control meter readers. Meter readers need the meters to be in good condition, accessible and easy to read. In the meter shop, the work is mostly mechanical maintenance.