Handling Customer Complaints in the Philadelphia Water Department

Abstract

This article begins by providing a brief discussion of the importance of customer relations and the development of good will between customers and their water utility. The Philadelphia Water Department (PWD) is presented as an example of developing a separate customer service department to handle customer complaints. Areas of customer responsibility are discussed, along with handling complaints about discolored water and short‐supply. Basic customer service procedures, billing complaints, and personnel and activities of the PWD Customer Service Department are all discussed.