What approach should be used in resolving customer issues?

Using flexibility within utility policy is essential when resolving customer issues because it allows for a tailored approach that considers the unique circumstances of each situation. This method prioritizes customer satisfaction and acknowledges that strict adherence to policies may not always lead to the best outcomes for every individual case.

Flexibility enables staff to assess the specific needs and challenges faced by a customer, allowing for adaptations that can produce a more satisfactory resolution. By being open to modifying standard procedures when necessary, utility employees can foster positive relationships with customers, demonstrate understanding and empathy, and address concerns more effectively.

Incorporating some level of discretion within the framework of established policies preserves the integrity of the utility's operation while acknowledging that exceptional cases may require different solutions. This approach ultimately contributes to increased customer loyalty and trust, supporting the long-term success of the utility.