Focus First on Service

The Voice and Face of Your Utility

By:

American Water Works Association

Format:

Paperback / softback

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$232.99

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Description

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.

Release date Australia

June 30th, 2007

Author

American Water Works Association

Audience

Professional & Vocational

Pages

277

Dimensions

210x280x4

ISBN-13

9781583214589

Product ID

5431952

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