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Customer Service: Utility Style

$95.00 $47.50
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9781593700539
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Product Description

by Penni McLean-Conner

Successful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successful utility leaders will amplify the challenges of successfully implementing these best practices Readers of this book will learn how to:

  • Build an aligned motivated team
  • Offer new services and products to meet your customers' needs
  • Reduce unbilled losses in your meter to cash cycle
  • Create effective channel management
  • Define, measure and map your key customer service processes
  • Utilize workforce management tools
Table of Contents

Part One: Create a customer focused culture
1. Build a high performance team
2. Hire, train and retain your best customer service professionals
3. Discover the magic of customer complaints
4. Listen and respond to the voice of the customer
5. Offer new services and products to meet your customers' needs
Part Two: Take costs out of the business
6. Reduce unbilled losses in your meter to cash cycle
7. Outsourcing
8. Reduce bad debt
9. Create effective channel management
Part Three: Maximize technology, processes and efficiency
10. Map, measure and benchmark your key customer service processes
11. Complete a Health Check on your Customer Information System (CIS)
12. Apply technology to enhance customer service
13. Successfully implement these and other best practices

250 Pages/Hardcover/2005
ISBN10 1-59370-053-9

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