AWWA JTMGT57497

AWWA JTMGT57497

Customer Service Pays Off in a Drought

26,00 €

Detalles

In 1999 Passaic Valley Water Commission initiated a series of changes to significantly improve our level of customer satisfaction. Management within the business department was replaced and redefined. Field services and customer service were combined to work as one unit under unified management. This gave us the interoffice cooperation necessary to provide a higher level of service and responsiveness to our customer's needs. Next, we defined employee responsibility. Rather than operating as an aggregation of "The Customer Service, Billing, Collection, Delinquent Collections and Cash Receipts Departments" we became "Customer Service", now defined as a team. Cross training was our next order of business. For us, this shall always be an ongoing process, keeping pace with changing business technologies, processes and procedures by utilizing internal, online and outsource training programs. Getting the employees to buy into change has been our biggest challenge. Ongoing training and educational programming coupled with employee recognition and recurrent team meetings have motivated many employees to achieve higher levels of performance. There has been a 55% improvement in employee attendance. Our call abandonment rate averages less than 5%. Billing based on actual meter reads has increased from less than 55% to over 83%. Implementation of technology combined with our developing workforce has optimized our ability to provide a higher level of Customer Satisfaction.

Información adicional

Autor American Water Works Association (AWWA)
Publicado por AWWA
Tipo de Documento Proceeding
Número de páginas 3
Palabra clave AWWA JTMGT57497