Water Well Journal

March 2016

Water Well Journal

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• Respect each other's time and respond to internal inquiries in a timely manner • Listen and try to understand the concerns of one another • Have clear channels for communicat- ing business information to one another • Speak to one another courteously and respectfully. Customer Feedback No matter how proactive you are, you'll never be able to get in front of every customer issue. To make sure you learn about the good, the bad, and the ugly experience your customers have, you need to create an easily accessible way for customers to give feedback. It could be a phone survey at the end of a service call, an email survey, or a form on the "Contact Us" page of your website. All these are means for cus- tomers to give feedback and makes it easier for you to learn what needs im- provement. It also helps keep unhappy customers from voicing their displeas- ure on highly visible social media pages. Whatever steps you choose to take, remember feedback's importance to customer satisfaction. Unsure what your strengths and weaknesses are? Don't know why your bottom line is dipping? Make an effort to get closer to your customers—and your employees who interact with them. Not only will you discover areas and skills that need some improving, but your customers will see that you are dedicated to providing top-notch, proactive customer service. A large part of achieving great customer service is keeping your employees happy. Employees who have a knack for customer service tend to model the treatment they receive from management. An intensely top-driven company culture with spotty internal communica- tion leads to tense, confused customer relations. A company with a collegial at- mosphere and good channels of commu- nication will be a lot better at keeping its customers happy. Embody the attitudes, behaviors, and communication practices you seek inside your company and create a work- place that lives, breathes, and teaches what it means to put customers first. DACUM Codes To help meet your professional needs, this article covers skills and competencies found in DACUM charts for drillers and pump installers. DO refers to the drilling chart and PI refers to the pumps chart. The letter and number immediately following is the skill on the chart covered by the article. This article covers: DOA-1, 2, 3, 5, 6; DOJ-8; DOK-2; DOL-1; PIA-1, 2, 5, 6, 7; PIG-12 More information on DACUM and the charts are available at www.NGWA.org. WWJ Twitter @WaterWellJournl WWJ March 2016 55 Alexandra Walsh is the vice president of Association Vision, a Washington, D.C.–area communications company. She has extensive experience in management positions with a range of organizations.

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