Benchmarking water utility customer relations best practices
By: prepared by Roger Patrick and Christine Kozlosky ; sponsored by Awwa Research Foundation.
Contributors: Kozlosky, Christine.; AWWA Research Foundation.
Publisher: AWWA Research Foundation; American Water Works Association; IWA Pub.
Published: 2006
Place of publication: Denver, CO
Language: eng
Number of pages: 134
Subjects: Water utilities -- Customer services -- United States.; Customer relations -- United States.
Notes: Includes bibliographical references.

CD-ROM requires Adobe Reader.
Table of contents: title: 1. Introduction; title: 2. Approach; title: 3. Call center operations; title: 4. Meter reading; title: 5. Billing, payment, credit and collections; title: 6. Meter maintenance & meter-related field services; title: 7. Improving customer satisfaction; title: 8. Case studies from customer service leaders; title: Abbreviations; title: Appendix A. Website forms and menus; title: Appendix B. Other processes associated with high customer satisfaction.