AWWA ACE91108

Arguing that customer service is needed now more than ever, the author offers basic tenets of customer service: it begins in the utility and extends to the public on an ongoing basis. Effective customer service stands on a foundation of commitment to the customer, effective communications, a willingness to deal with change, a service- oriented corporate climate, professional credibility, and a courteous and caring attitude. Water utilities that wish to engage in customer service should examine their image and behavior and develop an appreciation for their customers as people. Finally, customer service is based on effective action; using the acronym ACT, the author comments on the need for a positive attitude, an understanding of consumerism, and training for utility employees.