Customer Service: Utility Style

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Successful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successful utility leaders will amplify the challenges of successfully implementing these best practices.

Features & Benefits

  • Build an aligned motivated team
  • Offer new services and products to meet your customers' needs
  • Reduce unbilled losses in your meter to cash cycle
  • Create effective channel management
  • Define, measure and map your key customer service processes
  • Utilize workforce management tools


  • Engineers
  • Customer service professionals
  • Utility owners / executives
  • Students

About the Author

Penni McLean-Conner is a utility executive with over 25 years of experience in field operations, customer service and energy efficiency. Her current role as Senior VP and Chief Customer Officer for Eversource Energy involves both leading the meter to cash team and processes and leading the energy efficiency programs for our three state service territory.

She holds a bachelor’s degree in industrial engineering from North Carolina State University and is a registered professional engineer. Additionally, she is active in the industry, serves on boards for the CIS Conference, CEE, AESP, and NEEP.

Type: Hardcover
Size: 6 x 9 inches
Pages: 250
Published: 2005
ISBN: 9781593700539

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Penni McLean-Conner
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