1. Introduction
2. Approach
3. Call center operations
4. Meter reading
5. Billing, payment, credit and collections
6. Meter maintenance & meter-related field services
7. Improving customer satisfaction
8. Case studies from customer service leaders
Abbreviations
Appendix A. Website forms and menus
Appendix B. Other processes associated with high customer satisfaction.
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Benchmarking water utility customer relations best practices by Roger Patrick. ISBN 1843399423. Published by AWWA Research Foundation in 2006. Publication and catalogue information, links to buy online and reader comments.
