Some utilities still regard customer service as an
adjunct, not a core, function. Although a water utility's
customers are "captive," well-served customers
generate the goodwill "reserve" against which the utility
borrows when it has to raise rates, pay competitive
salaries, site a new facility, or inconvenience customers
in order to maintain the distribution system.
In the future, water utility customer service operations
will be both highly automated and at least partially
outsourced. Customer service departments will consist of
contract managers, technology specialists, and subject
matter experts, and customers will be likely to use web- or
phone-based self-service. Customer service will be
much more capital-intensive rather than labor-intensive,
and managing performance will be distinctly different.
This article presents three customer service scenarios
for utility managers to consider, a "status quo"
approach, automation, and outsourcing, to help
them develop strategic plans to move their organizations
forward.
| Edition : | Vol. 99 - No. 8 |
| File Size : | 1
file
, 210 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 5 |
| Published : | 08/01/2007 |
