American Water Works Assn.
Titles appearing in Reference — Research Book News — November 2007
Benchmarking water utility customer relations best practices. (CD-ROM included)
Patrick, Roger and Christine Kozlosky.
American Water Works Assn., ©2006 134 p. $240.00 HD4461
1-84339-942-3
This study analyzes the customer service functions of 15 water utilities, and recommends best practices and metrics for improving call center operations, meter reading, billing, payment processing, collections, and meter maintenance. The report describes the characteristics exhibited by the companies most successful at first call resolution, call quality monitoring, integrated voice response, automated meter reading, and promoting low-cost payment channels. Nine case studies from other industries demonstrate winning customer relation approaches. No index is provided. The CD-ROM contains web site forms and processes associated with high customer satisfaction in PDF format. (Annotation ©2007 Book News Inc. Portland, OR)
