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Customer Service/Public Relations for Small Systems

6.0

Drinking Water and Wastewater

Pennsylvania Rural Water Association

Joel Jordan

jjordan@prwa.com

8143539302 Ext. 201

Partner Website

With increased fears of the safety of the Nation's water supply and the protection of our environmental resources, consumer confidence is essential. The customer service policies of small water and wastewater utilities must address all aspects of dealing with not only the utility's customers, but the public as a whole. small utility workers need to be made aware of the importance of how a customer is treated, why policies must apply to all customers in a fair manner and how to handle customer complaints. In addition to dealing with customers, dealing with the public, the media and other special interest groups is an important part of doing business. Education is a key element in increasing consumer confidence, support for capital projects and rate increases which enables small utilities to become viable.

Basic thru Intermediate

Introduction to Customer Service 30 minutes Assessing your Utility 45 minutes Developing a Policy 120 minutes Public Relations Plans 30 minutes Review of Current Image 30 minutes Public Relations Tools 60 minutes Using your CCR 30 minutes Crisis PR 15 minutes Review/Questions/Test 15 minutes

Operators, board members, regulators, office staff, managers

Classroom