Focus First on Service: The Voice and Face of Your Utility

By Jim Ginley, Tarja Nummela, Maria Dechellis

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 real-world examples and plain-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.

• Format: Paperback
• Language: English
• ISBN: 1647172918
• ISBN13: 9781647172916
• Release Date: April 2026
• Publisher: American Water Works Association
• Length: 146 Pages
• Weight: 0.45 lbs.
• Dimensions: 0.3" x 6.0" x 9.0"