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Customer Services User manual. Volume 2

Customer Services User manual. Volume 2
  • United Nations Human Settlements Programme (UN-Habitat). January 2013
  • This manual is part of a Utility Management Series for Small Towns. Water Utilities' Customer Service is one of the key commercial functions in any Utility. The responsibility of customer service unit lies with the Head of the Commercial department who is the overall supervisor of the customer service activities. The Lake Victoria Region Water and Sanitation Initiative has provided many useful lessons on the importance of a customer service unit in an organizational structural set-up, the appropriate office set-up framework for customer service, and the staffing as it is used as an example. This manual also provides comprehensive guiding principles governing customer service along with the attendant codes of practice and procedures for effective customer service. Finally it outlines strategies of how to implement Customer service policy.
  • Geographical coverage: Africa, Global, Lake Victoria Basin
  • Main themes: Consumer satisfaction, Corporate Social Responsibility, Cost recovery, Fee collection, Monitoring, Utility services, Water operators
  • Main target audience: Service providers, Utility managers, Water operators
  • Main purpose: Guidance, Training
  • Type of resource: Checklist, Code of conduct, Indicators, Manual, Recommendations
  • Download file (1.4 MB)
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Published in 2015