Utility Services: Building a Culture of Service
A large, multi-district water utility asked Moran to lead an organization-wide culture improvement initiative, including an assessment, customer service training for all staff, leadership training and new service standards.
Let’s Talk About Your ChallengeResolve it the first time, and customers notice.
What the utility was facing
Customers and employees were both feeling the effects of silos and unclear expectations.
What Moran did
Service Essentials™ Plus
Service training for all staff across face-to-face, telephone and email interactions.
Service Essentials™ for Leaders
Coaching mid- and senior-level managers to inspire people, manage feedback, measure progress and plan action.
Mini-module reinforcement
Just-in-time materials managers deliver in regular meetings to keep standards alive.
Universal service standards
Built with frontline staff and leaders to assure buy-in and lasting behavior change.
Quarterly service audits
Ongoing measurement against five key performance indicators and industry benchmarks.
What changed
Build a culture of service across your utility
Talk with Moran about service standards, training and measurement.
Let’s Talk About Your Challenge