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AWWA WSP57725
- Strategic Planning for Customer Service
- Conference Proceeding by American Water Works Association, 03/19/2003
- Publisher: AWWA
$12.00$24.00
This paper discusses how, given the importance of customer service in general business strategy, the utility's customer service managers need to be involved in corporate strategic thinking/planning. Customer service managers are (or should be) closer to the hearts and minds of the customers than any other managers in the organization. Strategies take on value only as committed people infuse them with energy, and most customer service managers are relatively enthusiastic. Includes figures.
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