The Customer Service Center Vision
To be a premier provider of customer Service
Responding immediately to customer requests is one of the important ways American States Water Company provides excellent customer service. Because the telephone is the most common method that customers use to contact us, the Company has placed a significant amount of resources in continually improving its call-handling ability. This is best illustrated through the creation of the Customer Service Center.
The Customer Service Center Mission
The Customer Service Center Serves as the Company's central communication link to provide timely and consistent handling of customer needs through a motivated and knowledgeable team
The Customer Service Center, located at American States Water Company's corporate headquarters in San Dimas, Was established in 1994 to handle all inbound customer calls quickly and efficiently. This call center is staffed with highly skilled Customer Service Representatives and equipped with state-of-the-art communications technology so that the Company can readily respond to customer inquiries. This 24 hour a day, 7 day a week operation can handle all customer service transactions regardless of the hour-day or night - through a toll free 800 number.
The Customer Service Center Values
Pursue excellent customer service
Treat every customer request as if it were our own
Respond with fairness and safety in mind
Encourage the acquisition of knowledge
The Customer Service Center was created with the customer in mind; therefore, it stands to reason that specific goals should be in place for call handling operations to ensure the best possible customer service. Performance related to these goals is tracked and reviewed on a daily, weekly and monthly basis by the call center team.
The Customer Service Center Performance Goals to...
Answer 80% of all calls within 40 seconds,
Maintain the abandoned call rate to 5% or less,
Resolve 85% of customer inquiries on the first call from the customer
As the Customer Service Center moves into the 21st Century an increased focus is being placed on listening to the customer. Customers are now being surveyed based on their recent transaction with the Company. The goal is to clearly understand not only their experience with the Company but also to understand what they expect from their water utility. This valuable information will play a key role in shaping the Customer Service Center's focus.
The Customer Service Center is dedicated to exceeding the expectations of customers and realizing its vision of being a premier provider of customer service. Through listening to customers and acting on what is important to them, this vision will be reality.