Bøger udgivet af CS Week

Applicable to any personal or business setting, Leadership Lessons Learned from Our Mentors by David J. McKendry, is an easy-read compilation of universal values showing how to get things done through your most important asset - people.• 40 chapters from successful utility customer service executives, directors and managers, together representing a combined 2,000 years of experience• 470 time-honoured leadership lessons• Honest, evocative and personal stories about mentors whose words and actions chalk up valuable lessonsWritten in first person, Leadership Lessons Learned shares battle-tested secrets to success from respected utility thought leaders across North America. These professionals are guiding the utility customer experience for essential "life blood" services such as electricity, gas and water to millions of residential and business consumers.McKendry is Senior Fellow at the Canadian Electricity Association - the National Voice of Electricity in Canada. He provides guidance on Electricity Distribution, Customer Service, Emerging Technologies and Issues; he is a coach and mentor.Prior to joining CEA in 2018, McKendry served for fifteen years as Director Customer Service for Hydro Ottawa.His emphasis on leadership excellence coupled with an obsession to achieve effective, repeatable and positive customer experiences are cornerstones to his success. As one of his mentors described him, "Dave, an idea machine with a natural bent on strategic thinking, wears passion for the ideas on his sleeves."- Norm Fraser. Readers will enjoy learning about McKendry's history, mentor stories and biography inside these book covers.

Is your customer care ready for our connected world? Ubiquitous digital communication has created a customer that's always connected, always on. Utilities are adopting digital communication to connect to the grid, the meter, and the customer. Rethinking Utility Customer Care examines the convergence of these two trends-the "smart customer" with smart energy-revealing the implications, challenges, and opportunities for utility customer service. In this provocative guide, you'll discover: ¿ How digital connectivity is disrupting traditional utility customer service models and the creative solutions required to remain current. ¿ Effective strategies for engaging your digitally connected customer. ¿ The new prerequisites for service excellence in a digital world and how to achieve them. ¿ A road map to transform your customer care and avoid irrelevancy in the competition for the customer relationship. ¿ How to turn your CSRs into customer service "resolutionaries." Utilities have done such a great job of delivering reliable, safe, affordable, and convenient energy that they have become back-of-mind and taken for granted. The result is a practically nonexistent relationship with the customer. Today's always-connected, always-on consumers demand much more from companies. It's time to rethink utility customer care and harness the tremendous opportunities these connected technologies present to engage the new-energy consumer and create high-value relationships.