Once CCRs are delivered, community water systems should expect
to receive calls from customers requesting more information about
the report. Product knowledge is an essential element of good
customer service. Every employee of the utility should know as much
about their particular system as possible. These suggestions are
intended to help employees effectively answer questions from their
customers.
How to Handle Customer Inquiries
- Greet the customer.
- Listen to your customer.
- Ask the right questions (see below).
- Restate the customer's concerns in your own words.
- Accept responsibility when appropriate.
- Identify possible solutions or options.
- Enlist the customer's help in resolving the concern.
- Restate the selected resolution to assure the customer
understands it.
- Close the contact on a positive note.
- Follow through to ensure that the resolution is achieved.
- Follow up if necessary.
Know Your Utility - Employees Should Know the Answers to the
Following Questions
- How is your utility governed?
- How large is your service area?
- How many customers do you serve?
- What is the source of the water provided by your utility?
- What are the characteristics of the water provided by the
utility?
- Is the water considered hard or soft?
- Is the water cloudy or clear?
- Does your water have an unusual taste or odor?
- Were there violations or detections on the utility's CCR?
- How is the utility correcting any violations or detections for
contaminants, or has it already done so?
- What are your utility's plans for the future?
