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This standard covers the essential requirements to effectively manage communication and customer relations.
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The purpose of this standard is to define the minimum requirements for establishing an effective communication and customer relations plan for a water and/or wastewater utility. An effective plan enhances the general public perception of the utility through frequent and focused communication with...
The purpose of this standard is to define the minimum requirements for establishing an effective communication and customer relations plan for a water and/or wastewater utility. An effective plan enhances the general public perception of the utility through frequent and focused communication with utility customers and stakeholders. Among the many benefits of a communication and customer relations plan are increased understanding and support of sustainable rate structures; greater tolerance for service interruptions; better cooperation to keep construction projects on schedule; and improved response to customer-billing issues, resulting in timely payment of bills.
This standard can be referenced in establishing and maintaining an effective communication and customer relations plan for water and/or wastewater utilities. Because each utility’s issues, audiences, and organizational structure are unique, this standard provides broad guidelines. Referencing these guidelines, a utility should thoughtfully and strategically design a communication and customer relations plan that meets the utility’s needs.
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