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Overview
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
Synopsis
Illustrated with case studies of successful programs, this volume describes how utility companies can provide great customer service while keeping costs to a minimum. A sampling of topics includes building a high performance team, identifying the needs of customers, reducing bad debts, and enhancing the functionality of the customer information system. McLean-Conner (the vice president of NSTAR) also explains how to reduce unbilled losses in the meter-to-cash cycle. Annotation ©2006 Book News, Inc., Portland, OR