Consequent to power sector reforms, customers' satisfaction is gaining vital importance at power distribution companies. Customers are now getting a choice of choosing their electricity supplier as well as options of investing in their own power generating equipment. The threat of losing customers is driving power distribution companies towards ensuring customer satisfaction. Apart from availability of electricity supply on a 24 / 7 basis, electricity customers now expect ease in getting new electricity connection, advice on most suitable category of supply, timely meter reading, billing, and handling of grievance. To provide customers with great satisfaction, power distribution companies have to give quality attention to offering excellent services that attracts customers and clear up all customers' complaints. Frontline managers play a very significant role in the electric utility companies. They act as an inter-face between the customers / public and the company. This chapter attempts to elaborate customers' expectations from the frontline managers in power distribution companies.
The History of Electric Utility Companies and Power Supply Development in Tokyo since the Meiji Era
