Full Description

Pinellas County Utilities (PCU) of Clearwater, Florida, recentlycompleted a strategic plan that included among its goals a thorough definition of needs, a determination of service levels, and a measurement of the perceptions of both internal and external customers. PCU's customer service department recognized a significant opportunity to rationalize its efforts to obtain customer feedback, quantify the results, and orient its actions toward objectives important to its customers. It was decided in an earlier discussion that PCU ought to develop an advocacy relationship with its customers. EMA, Inc., advanced the idea of building customer advocacy through an eight-step process based on considering every customer and utility contact as an opportunity to obtain quantifiable information on the degree of customer satisfaction with the utility's performance. Includes figures.

Product Details

Edition: Vol. - No. Published: 01/01/2001 Number of Pages: 12File Size: 1 file , 250 KB