Customer Service

Stakeholder Engagement and Customer Relations


Effectively communicating to customers and key stakeholders is vital. Effective plans enhance the public perception of a utility through frequent and focused communications with customers and stakeholders.

AWWA Certificate Program

Customer Service

This certificate program will provide your customer service representatives and other utility staff the opportunity to meet the high standards expected by your customers. The curriculum comprises three courses covering Customer Relationship Building, The Business of Customer Service, and Water Industry Operations.

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Trending in an Instant is now available

croppedtrendingcoverIn today’s digital media environment, water utilities must compete with many voices seeking to influence how customers feel about their water quality and service. 

Advocacy groups, product marketers, celebrities and others can leverage social media and a decentralized media culture to suddenly and unexpectedly place utilities in a negative light.  

To help water sector professionals prepare for and manage these situations, AWWA released a new member-only guide, Trending in an Instant: A Risk Communication Guide for Water Utilities


AWWA Policy Statements

AWWA's policy statements are brief statements on protecting and improving water supply, water quality, management, and the interests of the public and the environment. They are written by consensus, subject to review and comment by AWWA committees, councils, and members. Because they represent AWWA's position on these matters, they are approved by the AWWA Executive Committee of the board of directors.

Technical Committee Engagement

AWWA members are recognized globally for their industry expertise and their generosity in sharing that expertise for a better world through better water. AWWA members participate in committee activities, developing conference programs, writing technical manuals, developing standards, creating educational content and contributing to AWWA publications. Committee members primarily interact through conference calls, emails, and face to face meetings at conferences and events. Access more information on volunteering for an AWWA committee.

The following committees are active in addressing customer service issues: