Regional Training

COURSE

OUTLINE

GENERAL SUBJECTS
2019 - 2020
Campus Veolia China
Fundamentals of Customer Service

Need to be familiar with customer services in the water business

COURSE

​​REQUISITION​​​​​​​​​​​

By the end of the session, the participants should be able to:
• Be aware of the importance of the service and improve the
service level
• Have a thorough and practical knowledge of the main issues,
techniques and methodology used in Veolia to manage a
customer service department
• Improve the overall quality of customer service by developing the appropriate approach and tools
• Understand the related outstanding practice of Veolia customer
service

OBJECTIVE

COURSE CONTENTS

• Introduction and welcome
• Veolia customer service management introduction
• Customer service management software
• Non revenue water control through customer service
• Meter reading & billing management
• Customer compliant management
• Customer service centre
• Call Centre
• Customer satisfaction survey
• Meter management & meter survey
• Customer service indicator management
• Key account management
• Conclusion

Customer Service Managers and frontline Personnel who want to have an insight into Veolia approach of customer service

WHO SHOULD

ATTEND