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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AWWA Standard

AWWA G420-09

Communications and Customer Relations

This standard describes critical requirements for establishing an effective communications and customer relations plan for a water and/or wastewater utility. An effective plan enhances public perception of the utility through frequent and focused communications with utility customers and stakeholders.

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Resources & Guidance

  • Working with a coalition of utilities, state primacy agency staff, and other contributors and reviewers, AWWA has developed a best practices guide to assist utilities that are interested in electronic delivery: eCRR Best Practices Guide (PDF, 3.6 MB)
  • CDC’s Drinking Water Advisory Communication Toolbox (PDF,5 MB) provides information on how to plan for, develop, implement and evaluate drinking water advisories.
  • The Red Flags Rule requires businesses and organizations to implement a written Identity Theft Prevention Program designed to detect the warning signs - or "red flags" - of identity theft in their day-to-day operations. The US Federal Trade Commission provides resources to help business people educate their staff and colleagues about complying with the Red Flags Rule.
  • IWA/AWWA Free Water Audit Software
  • The AWWA Drip Calculator can be used to estimate the amount of water wasted due to leaks.

AWWA articles

Journal - American Water Works Association, a professional and scholarly journal published continuously since 1914, is the most respected publication in the water industry.
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Recent articles:

Written primarily by AWWA members, Opflow provides technically detailed case studies and how-to articles that help readers provide safe water to all.Visit Opflow.

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AWWA Policy Statements