Full Record Display for the EPA National Library Catalog


OLS Field Name OLS Field Data
Main Title Benchmarking water utility customer relations best practices
Author Patrick, Roger.
Other Authors
Author Title of a Work
Kozlosky, Christine.
Publisher Awwa Research Foundation : American Water Works Association ;
Year Published 2006
OCLC Number 65177220
Subjects Water utilities--Customer services ; Benchmarking (Management)
Library Call Number Additional Info Location Last
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.
Place Published Denver, Colo. :
Access Notes CD-ROM requires Adobe Reader.
Corporate Au Added Ent AWWA Research Foundation.
PUB Date Free Form c2006.
BIB Level m
Cataloging Source OCLC/T
OCLC Time Stamp 20060425121903
Language eng
Origin OCLC
Type CAT
OCLC Rec Leader 01373nam 2200265Ka 45020