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Customer Service: Utility Style »
Authors: Penni McLean-Conner
ISBN-13: 9781593700539, ISBN-10: 1593700539
Format: Hardcover
Publisher: PennWell Corporation
Date Published: October 2005
Edition: (Non-applicable)
Author Biography: Penni McLean-Conner
Book 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
Table of Contents
| 1 | Build a high-performance team | 1 |
| 2 | Hire, train, and retain the best customer service professionals | 23 |
| 3 | Discover the magic of customer complaints | 49 |
| 4 | Listen and respond to the voice of the customer | 65 |
| 5 | Offer new services and products to meet the customers' needs | 83 |
| 6 | Reduce unbilled losses in the meter-to-cash cycle | 107 |
| 7 | Outsourcing | 141 |
| 8 | Reduce bad debt | 163 |
| 9 | Create effective channel management | 191 |
| 10 | Map, measure, and benchmark the key customer service processes | 219 |
| 11 | Complete a health check on the customer information system | 245 |
| 12 | Apply technology to enhance customer service | 273 |
| 13 | Successfully implement these and other best practices | 297 |
Subjects
Business Books
Management & Leadership Industry Profiles - Management
Business Books Marketing & Sales Customer Service
Management & Leadership Industry Profiles - ManagementBusiness Books
Marketing & Sales Customer Service