Chartwell Releases Energy Industry Best Practices Book
Featured in this latest edition are 26 case studies highlighting best practices in innovation and technology, employee training, operations, and customer contact - the building blocks of quality customer service. "In an age where the customer comes first, it's important for energy providers to maintain a high standard of customer service, whether they are operating in a customer-choice environment or still preparing for that day to come," said Dennis Smith, editorial director for Chartwell. "With this publication, we strive to provide the reader with an overview of best practices in customer service based on the real-life experiences of some of the industry's leading energy providers."
From e-commerce initiatives to customer research projects, Best Practices: Customer Service in the Energy Industry features a compilation of reports from Chartwell's industry-leading monthly publications and research reports chronicling the utility and energy industry.
This 150-page book is divided into four sections:
- Technology: Read about how Northeast Utilities installed a system that serves as its central warehouse for information on its most valued customers
- The Human Touch: Find out how NYSEG uses performance measures, internal communication of employee goals, and employee incentives as it strives to provide superior customer service
- Knowing the Customer: Read about Reliant Arkla's efforts in conducting door-to-door surveys of its customers in order to learn about customer attitudes and preferences
- Responding to the Customer: Learn how San Diego Gas & Electric turned its high service call response rate into a marketing initiative.
Through Chartwell's popular case study format, readers can see some of the more innovative as well as quality traditional approaches to customer service and care in the electricity and natural gas business. For more information on this and other Chartwell publications, please call (800) 432-5879
Edited by Stephen Heiser