Record Display for the EPA National Library Catalog
RECORD NUMBER: 148 OF 1362Main Title | Benchmarking water utility customer relations best practices | |||||||||||
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Author | Patrick, Roger. | |||||||||||
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Publisher | Awwa Research Foundation : American Water Works Association ; | |||||||||||
Year Published | 2006 | |||||||||||
OCLC Number | 65177220 | |||||||||||
Subjects | Water utilities--Customer services ; Benchmarking (Management) | |||||||||||
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Collation | xxiii, 134 p. : ill. ; 28 cm. + 1 CD-ROM (4 3/4 in.) | |||||||||||
Notes | Appendices are on CD-ROM |
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Contents Notes | 1. Introduction -- 2. Approach -- 3. Call center operations -- 4. Meter reading -- 5. Billing, payment, credit and collections -- 6. Meter maintenance & meter-related field services -- 7. Improving customer satisfaction -- 8. Case studies from customer service leaders -- Abbreviations -- Appendix A. Website forms and menus -- Appendix B. Other processes associated with high customer satisfaction. |