Customer Services User manual Volume 2http://www.gwopa.org/templates/jreviews_overrides/views/themes/notoytheme/theme_images/nophoto_v3.png
Type of activity
Volume 2 of the series of Utility Management Series for Small Towns focusing on customer services (user manual); using the concepts of customer charter, customer slogan, service standards, performance improvement plans, customer complaints registers, customer service performance indicators, body language, customer satisfaction, front office, and mains extensions. The publication reviews customer service key result areas and performance indicators, organization, structural set-up and logistics, customer policy and customer service procedures, and customer charters. Appendix includes customer service flow chart.