Competing

Like most businesses today municipal utilities are confronting transformationalchange. Once a protected monopoly they face an increasinglycompetitive environment. Their production is being outsourced. Their abilityto sustain prices is being challenged. As a result they are recognizing theimportance of their relationship with their customers.The need for quality training focused on specific competencies is becomingevident. Drawing on the results of a national survey of customer servicerepresentatives the most important competencies for customer serviceproviders are explored. Information from utility research customer servicecompetency research training and development theory and intellectualcapital theory are combined.These concepts are linked to current research based on subject matterexperts' insights.The information is essential for managers who confrontrapid change in their marketplace.This book explores the importance and competitive advantage of customerrelationships. HR professionals marketing managers and customer servicemanagers who seek to improve customer service through training will alsobenefit.