Communicating Value to the Customer: The Incredible ROI of Great Customer Service

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Abstract:

As a utility company, you could spend several million dollars “improving” water quality and your customers may not even notice! You could easily spend millions more cleaning your wastewater discharge a fraction more than the minimums imposed by regulatory agencies and have the same results! Now, imagine how cheap it would be to train your employees to smile and be polite to your customers. Imagine the reaction of your customers when they encounter friendly utility workers, not just in your main office but from every worker they see at a roadside work site, standing in line with at the grocery store, or reading their meters at their homes.

Is there any doubt that customers would immediately notice the difference? Absolutely not! Would it cost you anything to teach every one of your employees some basic, practical Customer Service skills? Again, no. Doing so will communicate value to the customer in a way they cannot ignore or overlook. It is the most cost effective program that any utility company can launch and delivers an incredible return on the investment.

Document Type: Research Article

DOI: http://dx.doi.org/10.2175/193864712811694325

Publication date: January 1, 2012

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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 These proceedings are not peer reviewed.

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