Download e-book for iPad: Focus first on service : the voice and face of your utility by American Water Works Association

By American Water Works Association

This handbook serves as either a strategic education adventure and a device for reaching caliber customer support at your water software. themes coated comprise communique recommendations, computerized applied sciences, criticism answer, handling clash, and extra. it really is informative and simple to appreciate layout enable for speedy effects.

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Download e-book for iPad: Focus first on service : the voice and face of your utility by American Water Works Association

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Additional resources for Focus first on service : the voice and face of your utility

Sample text

Davis: No, nothing unusual. Dan: Mr. Davis, I believe your bill has increased as a result of the installation of our new automated meter reading system in your community. Mr. Davis: I remember receiving some information about the planned installation, but I didn’t read it in detail. I’m confused. If my usage hasn’t changed, why did my bill increase? Dan: Sir, it can be confusing. Let me try to explain. The old meters in your community were installed 14 years ago and they were expected to last at least 15 years.

The situation should never have gone uncorrected for four weeks. It seems to me the first priority should be repairing the corroded line. Mr. Collins: It’s about time, don’t you think? Dave: I agree. I don’t have all the information I need, so I’d like to come out to the site and see the problem firsthand. Is there a convenient time for you to meet me there so we can sort out what the plumbers found and what the water department did or didn’t do? Mr. Collins: Fine. m. sharp? Dave: That would be great.

Exercise 2-6. ” When you understand your own reactions, you can brace yourself for the emotions you feel and, ideally, modify your response. List your hot buttons. _ ______________________________________________________________ _ ______________________________________________________________ _ ______________________________________________________________ _ ______________________________________________________________ What customer behaviors make you want to abandon your professionalism and respond in kind?

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