AWWA IMTECH62904

AWWA IMTECH62904 Customer Telephone Calls: The Good, the Bad and the Funny
Conference Proceeding by American Water Works Association, 03/01/2006

Hunsberger, Keith

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This slide presentation outlines procedures and practices for customer service representatives (CSR) to use when handling customer telephone calls. Good calls are easy if we work at it and letthe CSR staff know what you expect; bad calls are a part of the business andneed to be addressed;the customer is not always right;let the CSR know when they were wrong;let the customer and the CSR know whenthe CSR was correct; and,pass on complements.