Benchmarking Water Utility Customer Relations Best Practice. (CD-ROM included).158321366X Benchmarking water utility customer relations best practice. (CD-ROM CD-ROM: see compact disc. CD-ROM in full compact disc read-only memory Type of computer storage medium that is read optically (e.g., by a laser). included) Ed. by Roger Patrick and Christine Kozlosky. American American, river, 30 mi (48 km) long, rising in N central Calif. in the Sierra Nevada and flowing SW into the Sacramento River at Sacramento. The discovery of gold at Sutter's Mill (see Sutter, John Augustus) along the river in 1848 led to the California gold rush of Water Works Assn. 2006 134 pages $263.00 Paperback TD434 This study sponsored by the water industry's centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. research program distinguishes the best practices in customer relations, identifies and explains metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. for internal performance tracking and external comparisons, and promotes the development of tools utilities can use to improve customer relations, including web and reporting resources. Using 15 participating companies, the study analyzes call center operations, meter reading, billing, payment, credit, collections, meter maintenance and meter-related field services, improving customer satisfaction through a number of methods, including organizing processes with customers in mind, providing multiple payment options, specially training employees, adopting automatic metering and providing special services for business customers. The study also provides nine case studies from a variety of industries. The CD-ROM includes web site forms and menus. ([c]20062005 Book News, Inc., Portland Portland, town, England Portland, town (1991 pop. 12,945), Dorset, S England. It is on the Isle of Portland, a small rocky peninsula. Portland stone has been used in St. Paul's Cathedral and other important London buildings. Lobsters and crabs are harvested. , OR) |
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