AWWA IMTECH64725

This slide presentation begins by providing the drivers for outstanding customer care at the Greater Cincinnati Water Works. Topics covered include: call center optimization by a three tiered approach of business process redesign, information/technology enhancement, and human capital investment; organizational assessment that consisted of an organization scan, interviews, focus groups, observations, and surveys; results of the organizational assessment included creating a customer care vision, enhancing customer care skills, strengthening performance management, and enhancing supervisory skills; the service commitment objective of creating a vision of "outstanding customer service" and creating a training program and performance management system to ensure delivery; the service commitment methodology consisted of two-2 hr. development sessions with a facilitator broken up by 30 to 60 minutes of gathering and summarizing input from peers, and four follow-up communications meetings lasting 30 minutes; customer care skills training consisting of content, design, co-facilitation, and successful training strategies; performance measurement goals; and, rewards and incentives.