Full Description

In 1999 Passaic Valley Water Commission initiated a series of changes to significantlyimprove our level of customer satisfaction. Management within the business departmentwas replaced and redefined. Field services and customer service were combined to workas one unit under unified management. This gave us the interoffice cooperation necessaryto provide a higher level of service and responsiveness to our customer's needs. Next, wedefined employee responsibility. Rather than operating as an aggregation of "TheCustomer Service, Billing, Collection, Delinquent Collections and Cash ReceiptsDepartments" we became "Customer Service", now defined as a team. Cross training wasour next order of business. For us, this shall always be an ongoing process, keeping pacewith changing business technologies, processes and procedures by utilizing internal, onlineand outsource training programs. Getting the employees to buy into change has beenour biggest challenge. Ongoing training and educational programming coupled withemployee recognition and recurrent team meetings have motivated many employees toachieve higher levels of performance. There has been a 55% improvement in employeeattendance. Our call abandonment rate averages less than 5%. Billing based on actualmeter reads has increased from less than 55% to over 83%.Implementation of technology combined with our developing workforce has optimizedour ability to provide a higher level of Customer Satisfaction.

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Edition: Vol. - No. Number of Pages: 3File Size: 1 file , 120 KB