AWWA IMTECH62907

This slide presentation outlines customer service practices in a utility's call center. The four areas of focus include: training; performance based measurements; communications; and, rewarding and recognizing performance. Lessons learned include: fully understand your processes; establish targeted performance measures; link measures to rewards; educate staff with timely communication, action plans, and celebrations of accomplishments; embrace continuous improvement; and, focus on the customer to improve customer satisfaction.