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AWWA IMTECH62906
- Incorporating the Customer Perspective into Our Day-to-Day Business
- Conference Proceeding by American Water Works Association, 03/01/2006
- Publisher: AWWA
$12.00$24.00
This slide presentation outlines practices for incorporating the customer perspective into our day-to-day business. The presentation is organized into three parts that include: understanding the customer; from management's eyes; and, transforming customer care. Key topics outlined include: the drinking water industry has achieved similar levels of customersatisfaction as other types of utilities, while individual utility results mayvary;performance and behaviors of various parts of the water service impactcustomer satisfaction;some areas of the drinking water business are more difficult to improvewithout major budgets, time and resources; and, there are areas we can impact, particularly in Customer Services, thatdon't break the bank.
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