Utilities are something many customers take for granted. They need them, therefore they assume they will always be taken care of. Utility companies are, however, just as likely to take their customers for granted.
In such an environment, customer service in the utilities sector has never been more important. Because if customers forget that they need to pay for their utilities, they will invariably fall into debt and end up resenting their suppliers. So begins an endless cycle of codependent resentment.