本幻灯片演示概述了公用事业公司呼叫中心的客户服务实践。四个重点领域包括: 训练 基于性能的 测量； 通讯；和 奖励和认可 表演经验教训包括: 充分理解你的流程； 建立目标绩效 措施； 将措施与奖励挂钩；教育员工及时沟通， 行动计划和庆祝活动 成就； 拥抱持续改进；和 以客户为中心进行改进 顾客满意。

This slide presentation outlines customer service practices in a utility's call center. The four areas of focus include: training; performance based measurements; communications; and, rewarding and recognizing performance. Lessons learned include: fully understand your processes; establish targeted performance measures; link measures to rewards; educate staff with timely communication, action plans, and celebrations of accomplishments; embrace continuous improvement; and, focus on the customer to improve customer satisfaction.