本幻灯片首先介绍了在大辛辛那提水厂为客户提供卓越服务的驱动因素。涵盖的主题包括:通过业务流程重新设计、信息/技术增强和人力资本投资的三层方法优化呼叫中心；组织评估，包括组织扫描、访谈、焦点小组、观察和调查；组织评估的结果包括创建客户关怀愿景、提高客户关怀技能、加强绩效管理和提高监管技能；服务承诺的目标是创建“卓越客户服务”的愿景，并创建培训计划和绩效管理系统，以确保交付； 服务承诺方法包括2-2小时。由一名主持人主持的发展会议，分为30至60分钟收集和总结同行的意见，以及四次持续30分钟的后续沟通会议；客户关怀技能培训，包括内容、设计、共同促进和成功的培训策略；绩效衡量目标；还有奖励和激励。

This slide presentation begins by providing the drivers for outstanding customer care at the Greater Cincinnati Water Works. Topics covered include: call center optimization by a three tiered approach of business process redesign, information/technology enhancement, and human capital investment; organizational assessment that consisted of an organization scan, interviews, focus groups, observations, and surveys; results of the organizational assessment included creating a customer care vision, enhancing customer care skills, strengthening performance management, and enhancing supervisory skills; the service commitment objective of creating a vision of "outstanding customer service" and creating a training program and performance management system to ensure delivery; the service commitment methodology consisted of two-2 hr. development sessions with a facilitator broken up by 30 to 60 minutes of gathering and summarizing input from peers, and four follow-up communications meetings lasting 30 minutes; customer care skills training consisting of content, design, co-facilitation, and successful training strategies; performance measurement goals; and, rewards and incentives.