Customer management

To know and control the customer base of its perimeter and the methods to reduce customer losses

Presentation

The AgroParisTech Chair “SUEZ – General Management of Urban Water and Sanitation Services” through its International Executive Master “Water for All” – OpT offers short training courses around 20 topics.

Their duration varies from 1 to 5 days.

They will enable you to acquire more knowledge and know-how on specific professions in your water and/or sanitation service, or in the sector in the broadest sense.

You will be able to share your working experience with managers coming from different countries such as Cambodia, Pakistan, Sierra Leone, Uganda, Zimbabwe, Sri Lanka, Nigeria, Angola, Georgia, Liberia, Palestine, Ethiopia, Egypt, Sudan, Zambia, Vietnam, Gambia and Indonesia

They are given in French or English.

The teaching is done by professionals with at least 20 years of international experience in the field.

Tailor-made training courses can be offered on request. These can take place in France or abroad or in your company.

For whom?

For water and/or sanitation managers
  • Executive Directors
  • Head of services
  • Operational Directors
  • Financial Directors
  • Executive Officers
  • Managers
  • Engineers
  • Project managers

Training benefits

The AgroParisTech -SUEZ Chair offers specialized sessions to strengthen your skills in your urban water and/or sanitation service. This training is provided by internationally renowned experts in the sector.

Come and learn about the operational management of your unit and its operating processes, acquire new practices and new tools.

Regain and maintain control over the customers in your perimeter

 

Improve the service approach offered to your customers

 

Master the treatment of unbilled water thanks to new technologies

training benefits

Formation

Know-how to structure its Customer Department according to service needs and customer expectations.

Study of the structure of a Customer Department

  • Three models considered (pyramidal, decentralized)
  • Comparison and definition of services
  • Types of overall organization of a customer department

Analysis and implementation of the legal framework

  • The rights and duties of the water company and the customer
  • The subscription contract
  • The water and sanitation service regulations

Treatment of unbilled water

  • Implementation of a high-performance customer information system, mapping of delivery points
  • Updating of the information system, re-establishment of the ICRL cycle (Invoicing Collection Recovery Litigation)
  • Implementation of management tools
  • Improvement of working capital

Remote reading – radio reading

  • The Smart Metering market in the world
  • Remote reading of water meters
  • Services associated with these technologies
  • Multi-fluid, fears and objections of the solution
  • Elements of costing
  • Example of application of a project in an African country

Customer service and call centre

  • Service delivery approach (leakage insurance, products for professionals, etc.)
  • Online sales of products (rainwater harvesting, etc.) derived from the resource
  • Setting up and analysis of a call centre

Henri BARTHALAN is a graduate of the Ecole des Mines de Paris. He began his career in 1972 at Lyonnaise des Eaux as a technical engineer, building water production plants and distribution networks.

Since 1981, he has been in charge of various administrative missions, including management control, but mainly customer service management. He has managed complete customer services (back-office and front-office, including call centres). At head office, he was in charge of coordinating the customer activities of the 30 regional centres (harmonisation of methods – creation and coordination of a network for the exchange of best practices – expert and assistance missions to the regional centres). More recently, in Italy, he was Customer Director for a company serving 350,000 customers and set up a new organisation based on a systematic approach to rationalise working methods and organisations. During his career, he has also carried out expertise and assistance missions in various countries.

Accommodation

hébergement hotel

Hotel Héliotel **

Close to AgroParisTech Montpellier center

Appart’Hôtel Odalys City Les Occitanes ****

  • Close to Montpellier St Roch railway station in the city center
  • AgroParisTech has a special rate 70 euros per night (excluding breakfast and city taxes)
    https://www.odalys-vacances.com/

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