Customer Service: Utility Style - Hardcover

McLean-Conner, Penni

Hardcover

ISBN 10: 1593700539 ISBN 13: 9781593700539

Publisher: PennWell Books, 2005

Synopsis

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

About this title

About the Author

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.

From the Inside Flap

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 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

Edition details

• Publisher: PennWell Books
• Publication date: 2005
• Language: English
• ISBN 10: 1593700539
• ISBN 13: 9781593700539
• Binding: Hardcover
• Number of pages: 250