Introducing AWWA's New Customer Service Certificate Program: Making Customer Service a Top Management Priority

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Abstract:

The American Water Works Association (AWWA) has recently introduced a Customer Service Certificate Program that addresses some of the key attributes of effectively managed utilities. This presentation identifies the background for this initiative, describes the driving forces behind its development, briefly reviews course content, and relates some of the benefits of course participation.

Keywords: Customer Satisfaction; Customer Service; Employee Development

Document Type: Research Article

DOI: http://dx.doi.org/10.2175/193864710798286209

Publication date: January 1, 2010

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  • Proceedings of the Water Environment Federation is an archive of papers published in the proceedings of the annual Water Environment Federation® Technical Exhibition and Conference (WEFTEC® ) and specialty conferences held since the year 2000. These proceedings are not peer reviewed.

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