Handling Water Quality Complaints and Other Customer Service Issues Glenn Goldman, Manager Central Water Association Philadelphia, MS

What is Customer Service? "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.“ The Goldman Rule “Treat the customer the way you would want someone to treat your mother, spouse or child.”

Hire the Best Team Not all human resources possess the desire and skill set to daily interact with customers. Train Your Team All employees should know the current company policies. Employees are trained to understand their level of authority in decision making. In the event an employee is unable to resolve the customer’s problem, they are aware of their referral resources. Cole Ross of Raleigh, N.C., grandson of Glenn Goldman. How do We Accomplish This Goal at Central Water?

Customers want to be greeted by a professional, not someone having lunch at their desk or playing on their iPad or phone. Have a “want to” mentality. Try to explain the situation and offer to help. Try to avoid creating additional conflict for the customer. Caiti Smith, daughter of Lisa Howell, and Abigail Fortune, granddaughter of Glenn Goldman.

Dirty water Smelly water Low pressure Communication between all departments. What is going on with the system may be the cause of a customer’s problem. Always tell it like it is. Customers can deal with facts. Note: Remember - Train Your Resources Caiti Smith and Connor Smith, children of Lisa Howell, and Abigail Fortune, granddaughter of Glenn Goldman. Common Issues a Customer May Face with Water Quality

1. High water bill – “I’m not doing anything different.” What can cause a high water bill? Misread of meter Leak Unknown How an employee interacts and assists a customer is critical in our business. We may not immediately know an answer to the customers’ question, but we can always show understanding and patience to that customer. Other Common Customer Concerns

2. I did not receive a bill 3. Water cut-off for non payment Common customer phrases for these concerns will be: “I was coming in today to pay” “I have been out of town” “I have been in the hospital”

Knowledge Understanding Compassion Desire!!! At Central Water we estimate that only 4.8% of our members have ever had a complaint! Drew and Lexie Penrose, grandchildren of Glenn Goldman. What Makes a Good Customer Service Representative? A nice smile never hurts!

1. Listen: You may have heard it all...but not from THIS customer. Steps to Successful Customer Service So listen and be courteous no matter the situation! Ella Grace Fleming, granddaughter of Glenn Goldman. Caiti Smith and Connor Smith, children of Lisa Howell, and Abigail Fortune, granddaughter of Glenn Goldman.

1. Listen: You may have heard it all...but not from THIS customer. 2. Find something to agree on a. Even if the only common ground is that the customer is upset 3. Take control of the conversation a. The way to help is to lead the customer into a common understanding. b. Let’s make a deal – you do “this” (i.e. get reading off meter, check triangle), and if that does not work, then I’ll do “this” (i.e. send someone out, test meter, etc.) 4. Follow-up would be great, but at least let the customer know to call back if they have any other questions or concerns. Steps to Successful Customer Service

Educate the customer on actions they can take to prevent or help with problems in the future. Examples: 1. Customer has a high water bill a. Explain to customer that if they are gone for several days it would be a good idea to turn the meter off. b. Test lavatory by turning them off at the wall when not in use or when no one is home c. Install cutoff valves to facilities such as barns, shops, etc. With Each Issue Suggest a Corrective Action

2. Customer has a cut water line a. If there is a major project under way, such as our Highway 19 expansion project, it’s not a matter of IF a line will be cut but WHEN! 3. Water was cut off for non-payment a. Explain to the customer the company policy b. Offer customer the option of paying their bill by bank draft. c. Explain when cutoff is – always right after the 10 th of the month. Try to educate…It will make everyone’s job and life easier! d. On cutoff days at CWA we post cutoff notices for the NEXT month at the drive-thru window and at the front door. Always apologize for the problem. Don’t get defensive. It’s not necessary. Let them know that we are always here to help.

We Remember the Complaints, Not the Compliments!

1. We are in the “people” business 2. You have heard it all but not from THIS customer so listen and be courteous. 3. Be prepared for days that you know are going to be tough a. Right after bills are mailed b. First of the month c. Close to cutoff time d. Cutoff time 4. Support each other. If a customer service rep is having a bad day the others should step up and help but don’t join the pity party! 5. Get real. It is what it is. a. Remember – we are in the people business! 6. Our saying – “Welcome to Central Water!” Final Thoughts

A smile goes a long way! Graham Goldman, grandson of Glenn Goldman. Caiti, Connor, Rainy and Stormie, children of Lisa Howell. David Fortune, grandson of Glenn Goldman. Josie Byars, granddaughter of Shelley Ellard.

Receiving good customer service is like hitting the jackpot! Jake Goldman, grandson of Glenn Goldman.