For operational and executive directors of services Customer Management

Setting up action plans and monitoring their implementation in the field.

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Pour les directeurs généraux Customer Management

For whom

  • Executive Directors
  • Exploitation Directors
  • Financial Directors
  • Executive Officers
  • Managers

Why follow this training?

The Water for All Chair offers thematic specialized sessions.

  • They bring together industry experts and are open to any water and sanitation professional.
  • Come and learn about the operational management of your unit and the operating processes, acquire new practices and new tools.
  • Innovate and upgrade your knowledge in the perspective of the evolution of your career.
  • Restructure your teams and equip your employees with new practices and organizations to support the reform of the sector.
  • Lead your drinking water or sanitation service towards excellence in continuity, quality, sustainability and accessibility.

Objectives of the module:

  • Structure your Customer Department according to your needs.
  • Know and control the customers of its scope and the reduction of customer losses
  • Master the RFERC cycle
  • Remote Customer Management with TV is reporting – the radio is reporting. Listening to your customers and offer related services

Training contents

GOALS:

  • Learn how to identify and manage customers within the scope of the service and become proficient in applying the methods to reduce customer losses.
  • Understand the RFERC cycle (meter-reading, invoicing, collection, recovery, litigation)
  • Remotely manage customers with remote-controlled reading / radio reports.
  • Learn how to be attentive to clients’ needs and offer ancillary services

CONTENT:

Case study of the structure of a Customer Management Service:

  • Two possible models (pyramidal, decentralized).
  • Compare and define the services and types of organization of a customer management service.
  • Analyze the legal framework governing the rights and duties of water companies and their clients, and how this framework is implemented.
  • The subscription agreement and the water and sanitation service regulations.
  • Establish and maintain control of customers within one’s scope.
  • Treat non-revenue water: re-establish the RFERC cycle (meter reading, invoicing, collection, recovery, litigation) and implement management tools.
  • Set up an effective customer information system.
  • Map delivery points (GIS interface).
  • Improve working capital.
  • Remote reading – Radio reports.
  • Listen to customers.
  • Service provision (leak insurance, professional products, etc.)
  • On-line sales of derivative products (rainwater collection systems, etc.)
  • Set up and analyze a call centre.

SKILLS ACQUIRED:

Structure the Customer management service according to the needs and expectations of the service customers.

RECOMMENDED READING:

Any work on customer management