By American Water Works Association
This guide serves as either a strategic education event and a device for attaining caliber customer support at your water application. issues coated comprise communique options, automatic applied sciences, grievance answer, coping with clash, and extra. it really is informative and straightforward to appreciate layout enable for speedy effects.
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Extra resources for Focus first on service : the voice and face of your utility
A good letter has intellectual and emotional components: • The intellectual gives us the ability to reason with our customers. • The emotional gives us the ability to change our customers’ thoughts and actions. The closing of the letter is the final impression you leave with the reader. End with an action point. ” If the customer must take some action in response to the letter, clearly state what response is expected and what action the utility will take should he fail to comply. Conclude with a contact name and phone number for more information or clarification.
Active) • Actual meter readings are obtained quarterly. (Passive) • Our meter readers obtain actual meter readings quarterly. (Active) A disorganized, lengthy letter that contains errors will likely be misunderstood, misinterpreted, or confusing, and the reader is likely to see it as unprofessional. Choose Positive Words Concise Words The words you choose to say something are just as important as the decision to speak. Good things, when short, are twice as good. indd 34 4/12/2007 2:44:00 PM Section 3 Informal Words The language of truth is simple.
Today’s customers are already aware of most water issues because they are covered in electronic and print media. Your utility is responsible for informing customers about how those issues relate to their water. Sharing knowledge and skills with co-workers can be useful too. We talked about getting personal feedback in the previous section. Your utility’s approach to promoting shared knowledge among staff could be as informal as a buddy system or as formal as a mentoring program. For small systems, which may rely on the support of a limited clientele, sharing knowledge with customers is even more essential.