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Customer Service: Utility Style

McLean-Conner, Penni

Editore: PennWell Corp., 2005
ISBN 10: 1593700539 / ISBN 13: 9781593700539
Nuovi / Hardcover / Quantità: 1
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Titolo: Customer Service: Utility Style

Casa editrice: PennWell Corp.

Data di pubblicazione: 2005

Legatura: Hardcover

Condizione libro: New


Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: Part One: Create a customer focused culture 1. Build a high performance team a. Effective leadership b. Common mission c. Communications d. Union partnership 2. Hire, train and retain your best customer service professionals a. Hiring strategies b. Training strategies c. Retention strategies 3. Discover the magic of customer complaints a. Create a culture where complaints are gifts b. Establish a complaint resolution process c. Track, trend and measure complaint data d. Improve the process based on the data 4. Listen and respond to the voice of the customer a. Methods to gather customer feedback b. Common pitfalls to avoid c. Establish a customer listening post 5. Offer new services and products to meet your customers_ needs a. Product and service development cycle b. Core products and services c. Emerging products and services Part Two: Take costs out of the business 6. Reduce unbilled losses in your meter to cash cycle a. What is the revenue cycle? b. Record all customers in CIS c. Read all meters d. Account for all usage e. Bill all customers on the right rate f. Collect all receivables g. Identify and prioritize meter to cash opportunities 7. Outsourcing a. Why do utilities outsource? b. What do utilities outsource? c. How to evaluate outsourcing d. Steps to outsourcing e. Customer service business process outsourcing 8. Reduce bad debt a. Strategies for current accounts b. Strategies for delinquent accounts c. Strategies for finaled accounts d. Common mistakes to avoid 9. Create effective channel management a. Common channels b. Channel management by customer service process Part Three: Maximize technology, processes and efficiency 10. Map, measure and benchmark your key customer service processes a. Process mapping b. Process measurement c. Benchmarking 11. Complete a Health Check on your Customer Information System (CIS) a. Challenges faced by utilities b. CIS legacy platform c. CIS health check d. Options 12. Apply Technology to Enhance Customer Service a. Customer contact technology b. Productivity technology c. Resource management technology 13. Successfully Implement These and Other Best Practices a. Project identification b. Leadership support c. Project management d. Change management e. Using consultants. Codice inventario libreria ABE_book_new_1593700539

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Riassunto: Successful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successful utility leaders will amplify the challenges of successfully implementing these best practices. Readers of this book will learn how to:

• Build an aligned motivated team

• Offer new services and products to meet your customers’ needs

• Reduce unbilled losses in your meter to cash cycle

• Create effective channel management

• Define, measure and map your key customer service processes

• Utilize workforce management tools

L'autore: As the vice president of NSTAR, Penni McLean-Conner is responsible for overseeing the company's customer care organization. She's responsible for all customer services including customer inquiries, billing, metering, credit & collections, energy efficiency and energy services. Since joining NSTAR, the customer care team has improved customer service through initiatives around automated meter reading (AMR), customer relationship management (CRM), and customer self-service.

Prior to joining NSTAR, McLean-Conner worked for 12 years with Duke Power in both electric operations and customer service.

She holds a bachelor's degree in industrial engineering from North Carolina State University and is a registered professional engineer. Additionally, she is active in the industry, serves on boards for the CIS Conference, CEE, AESP, and NEEP.

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Indirizzo: Lewiston, NY, U.S.A.

Libreria AbeBooks dal: 7 maggio 2014
Valutazione libreria: 4 stelle

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