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Customer Service Training Pays Off in a Crisis
Author(s) -
Lennox Brenda,
Segal Martha
Publication year - 2015
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 - 10.5942/jawwa.2015.107.0140
Subject(s) - diversity (politics) , customer service , work (physics) , business , service (business) , training (meteorology) , marketing , diversity training , inclusion (mineral) , customer advocacy , service quality , process management , engineering , psychology , political science , mechanical engineering , social psychology , physics , meteorology , law
AWWA recognizes the importance of customer service and diversity in our industry. Members of the Customer Service Committee and Diversity & Member Inclusion Committee work diligently to develop training and promotional materials to further the missions of improved customer service and recognition of diversity. Being able to work with customers and understand their diverse needs is an increasingly important part of utility management. Offering training to customer service professionals is one way to help bolster employees' ability to work effectively with customers on a day‐to‐day basis as well as during unique crisis situations.