This publication is also available in digital format.

Customer Service-Building a Strong Infrastructure for Your Utility gives you practical guidance on building and sustaining a culture of outstanding customer service with all stakeholders—your employees, governing board members, and city officials. It defines good customer service and who is responsible for its delivery. It discusses how to measure customer interests and satisfaction and looks at how new technologies are improving customer interactions. Real-world case studies and scenarios show how you can build effective customer communication programs.

Published in 2016, this 38-page manual was written by Steve VanderMeer, senior vice president planning and marketing, at Hometown Connections.

      Highlights

·         Defining good customer service

·         Seven hallmarks of strong customer service

·         Customer service responsibilities

·         Leveraging new technologies

·         Keeping employees and customers safe

·         Measuring service impact

A must-read for

·         General managers/CEOs

·         Governing board and city council members

·         Customer service managers and supervisors

·         Customer service representatives

APPA member:

1– 5 copies:                   $50 each
6 – 50 copies:                $45 each
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101+ copies:                  $35 each

Nonmember:

1– 5 copies:                   $100 each
6 – 50 copies:                $90 each
51 – 100 copies:            $80 each
101+ copies:                 $70 each