AWWA-20629 2007 Focus First on Service: The Voice and Face of Your Utility
An in-service training workbook for water utility customer service representatives.
Water utility customer service representatives face a variety of customer problems and complaints every day. They need specific training in how to deal with customer problems quickly and provide satisfactory solutions. Focus First on Service: The Voice and Face of Your Utility is a new employee training workbook written specifically for water utility customer service representatives. Designed for either classroom or individual study, the workbook covers all aspects of water utility customer service, from what is meant by water utility customer service and why it is important, to specific types of issues and problems employees will encounter on the job.
Chapters include exercises that allow trainees to immediately
apply what they learn to solve a variety of customer problems that they might
encounter on the job. Sample scenarios provide typical conversations between
customers and the utility representatives on a variety of problems, such as a
billing question or service cutoff. The scenarios offer acceptable and
unacceptable ways of handling a variety of common customer encounters.
Sample letters and e-mails are included to reply to customer problems, such as high bill complaints or taste-and-odor problems.