Main Title |
Benchmarking water utility customer relations best practices |
Author |
Patrick, Roger.
|
Other Authors |
|
Publisher |
Awwa Research Foundation : American Water Works Association ; |
Year Published |
2006 |
OCLC Number |
65177220 |
Subjects |
Water utilities--Customer services ;
Benchmarking (Management)
|
Holdings |
Library |
Call Number |
Additional Info |
Location |
Last Modified |
Checkout Status |
ELBM |
HD4456.P38 2006 |
|
AWBERC Library/Cincinnati,OH |
04/28/2006 |
|
Collation |
xxiii, 134 p. : ill. ; 28 cm. + 1 CD-ROM (4 3/4 in.) |
Notes |
Appendices are on CD-ROM |
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. |