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AWWA IMTECH62907
- Delivering Service Excellence by Focusing on Going "Back to the Basics" In the Call Center
- Conference Proceeding by American Water Works Association, 03/01/2006
- Publisher: AWWA
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This slide presentation outlines customer service practices in a utility's call center. The four areas of focus include:training;performance basedmeasurements;communications; and,rewarding and recognizingperformance. Lessons learned include:fully understand your processes;establish targeted performancemeasures;link measures to rewards; educate staff with timely communication,action plans, and celebrations ofaccomplishments;embrace continuous improvement; and,focus on the customer to improvecustomer satisfaction.
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