When a utility makes a mistake that affects its customers, an apology is warranted from the utility's management, not from its customer service staff.

中文翻译：

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建立对公用事业的信任：何时不道歉

当公用事业公司犯了影响其客户的错误时，应由公用事业公司的管理层而不是其客户服务人员道歉。