Focus First on Service

The Voice and Face of Your Utility

By: Maria DeChellis, Jim Ginley, Tarja Nummela

Write A Review

Paperback | 23 April 2026 | Edition Number 2

At a Glance

Paperback
146 Pages

Dimensions(cm)
22.86 x 15.24 x 0.79

Paperback

$231.75

or 4 interest-free payments of $57.94 with

Ships in 10 to 15 business days

This practical guide reframes customer service as a core utility function, showing how communication, culture, and consistency shape public confidence in water and wastewater services. Through realâ'world examples and plainâ'language guidance, it explores how utilities can respond to complaints, explain bills and rates, manage affordability challenges, communicate during change, and use tools like advanced metering infrastructure to improve customer understanding. Designed for utility leaders, customer service teams, and frontline staff alike, this book helps utilities speak with one voice, serve diverse communities more effectively, and turn everyday interactions into opportunities to build lasting trust.

Shipping

	Standard Shipping	Express Shipping
Metro postcodes:	$9.99	$14.95
Regional postcodes:	$9.99	$14.95
Rural postcodes:	$9.99	$14.95

Orders over $89.00 qualify for free shipping.

How to return your order

At Booktopia, we offer hassle-free returns in accordance with our returns policy. If you wish to return an item, please get in touch with Booktopia Customer Care.

Additional postage charges may be applicable.