Focus First on Service

Name: Focus First on Service
Price: 181.04 AUD
Availability: OutOfStock
ISBN: 9781647172916

The Voice and Face of Your Utility

Maria Dechellis, Jim Ginley, Tarja Nummela

$225.95 $181.04

Paperback

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English

American Water Works Association
23 April 2026

Public relations; Customer services; Water supply & treatment

Summary
Details

This practical guide reframes customer service as a core utility function, showing how communication, culture, and consistency shape public confidence in water and wastewater services. Through real-world examples and plain-language guidance, it explores how utilities can respond to complaints, explain bills and rates, manage affordability challenges, communicate during change, and use tools like advanced metering infrastructure to improve customer understanding. Designed for utility leaders, customer service teams, and frontline staff alike, this book helps utilities speak with one voice, serve diverse communities more effectively, and turn everyday interactions into opportunities to build lasting trust.

By: Maria Dechellis, Jim Ginley, Tarja Nummela
Imprint: American Water Works Association
Edition: 2nd ed.
Dimensions: Height: 229mm, Width: 152mm, Spine: 8mm
Weight: 204g
ISBN: 9781647172916
ISBN 10: 1647172918
Pages: 146
Publication Date: 23 April 2026
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active