AWWA Articles

Customer service: your utility’s behind-the-scenes public trust builder

CSR Pei-Shuan Lin with the City of Durham, N.C.Water utilities are heralded for the essential role they play supporting community safety and health. And within each utility, customer service professionals -- who rarely attract the spotlight – are essential to making or breaking customers’ trust in the organization. (Pictured right, Customer Service Representative Pei-Shuan Lin with the City of Durham, N.C.)

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