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837

Utility Operations: Making a Difference in Customer Satisfaction

3.5

Drinking Water and Wastewater

American Water Works Association - PA Section

Melanie Greene

melanie@paawwa.org

717-774-8870 Ext.

Partner Website

This is a hands-on interactive workshop to teach operators, administrative employees and managers how customer satisfaction can be influenced through all phases of utility service. Participants will be challanged to analyze everyday utility problems and projects and develop solutions using people, technology and procedures to achieve enhanced customer satisfaction.

Intermediate

* What is customer satisfaction? What makes water customers happy? * How is customer satisfaction a part of a utility operator's job? * What is important to customers? * Challenges utilities face in meeting customer's needs. * How can the operator's decisions impact customer satisfaction? * Identification of tools that can be utilized to enhance customer satisfaction, categorized by People, Procedures and Technology. * Review of water main replacement case study and customer satisfaction issues that arise in all phases of service: design, construction, service initiation and ongoing service. * Group exercises to further analyze the case study to identify key stakeholders and their primary concerns; identify solutions in the people, procedures and technology categories to address these concerns; and analyze the solutions for customer satisfaction impact and applicability to the utility. * Additional group exercise to presen

Water and wastewater utility operators and operations supervisors are the target audience, but the course is also quite appropriate for customer service personnel, administrative personnel and utility managers.

Classroom