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Handling Customer Complaints in the Philadelphia Water Department
Author(s) -
Frey Carl W.
Publication year - 1960
Publication title -
journal ‐ american water works association
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.466
H-Index - 74
eISSN - 1551-8833
pISSN - 0003-150X
DOI - 10.1002/j.1551-8833.1960.tb00506.x
Subject(s) - customer service , customer advocacy , business , customer intelligence , customer retention , service (business) , customer service assurance , voice of the customer , operations management , customer to customer , customer relationship management , marketing , process management , service quality , engineering
This article begins by providing a brief discussion of the importance of customer relations and the development of good will between customers and their water utility. The Philadelphia Water Department (PWD) is presented as an example of developing a separate customer service department to handle customer complaints. Areas of customer responsibility are discussed, along with handling complaints about discolored water and short‐supply. Basic customer service procedures, billing complaints, and personnel and activities of the PWD Customer Service Department are all discussed.