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Focus First on Service: The Voice and Face of Your Utility

by Maria Dechellis , Jim Ginley , Tarja Nummela
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Current price ₹9,369.00
Original price ₹9,619.00
Original price ₹9,619.00
Original price ₹9,619.00
(-3%)
₹9,369.00
Current price ₹9,369.00

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Book cover type: Paperback
  • ISBN13: 9781647172916
  • Binding: Paperback
  • Subject: N/A
  • Publisher: American Water Works Association
  • Publisher Imprint: American Water Works Association
  • Publication Date:
  • Pages: 146
  • Original Price: GBP 73.99
  • Language: English
  • Edition: 2nd Edition
  • Item Weight: 205 grams
  • BISAC Subject(s): Environmental / Water Supply

This practical guide reframes customer service as a core utility function, showing how communication, culture, and consistency shape public confidence in water and wastewater services. Through real-world examples and plain-language guidance, it explores how utilities can respond to complaints, explain bills and rates, manage affordability challenges, communicate during change, and use tools like advanced metering infrastructure to improve customer understanding. Designed for utility leaders, customer service teams, and frontline staff alike, this book helps utilities speak with one voice, serve diverse communities more effectively, and turn everyday interactions into opportunities to build lasting trust.

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