AWWA ACE61842

AWWA ACE61842 Focusing the Utility on Excellent Customer Service
Conference Proceeding by American Water Works Association, 06/17/2005

Diemer, Dennis

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This slide presentation outlines key strategies used by East Bay Municipal Utility District (EBMUD) to focus on customer service. Topics covered include: customer surveys; EBMUD's website; web self-service customer usage; integrated phone and field response; key performance indicators; integrated response; capital projects and the community; and, building a customer-focused culture.