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Winning at Customer Service

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The three main themes communicated during this WaterSide Chat were as follows:

  1. More communication is better, and digital communication is best! Data shows that as the number of utility communications increases and the customer has better recollection of such communication, customer satisfaction will rise. Additionally, communications via digital channels (text, social media, etc.) has the best impact on improving customer satisfaction.
  2. Proactive communication is key! Sharing information with customers as soon as the data becomes available is incredibly important. For instance, updating a customer’s payment status immediately upon receipt or notifying a customer of a leak before any damage is done can make a big difference.
  3. Paperless billing can have great effects on improving customer satisfaction and for decreasing costs to serve for utilities. In order to benefit from paperless billing, utilities must make it as easy as possible to enroll and remove any barriers possible.

Andrew Heath is the Practice Lead for utilities at J.D. Power. He is responsible for the company’s water, natural gas, and electric customer satisfaction studies in the United States and Canada, as well as the company’s Utility Digital Experience Study. Dr. Heath has more than 25 years of experience working within the utility sector in both the United States and the UK. Prior to joining J.D. Power in 2011, he was the director of customer satisfaction services at E Source. Additionally, he launched and directed the company’s benchmarking studies for electric and gas company websites and interactive voice response units.

Jason Mena is the Customer Service Manager for Miami Dade Water and Sewer. Jason has over 22 years of experience providing the highest quality of customer service to Miami Dade customers. Jason studied Business Administration at Nova South Eastern University.