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Elk River <br /> Municipal Utilities COMMISSION POLICY <br /> Section: Category: <br /> Governance Delegation to Management Policies <br /> Policy Reference: Policy Title: <br /> G.4d Customer Interests <br /> PURPOSE: <br /> With this policy, the Commission communicates its expectations for the General Manager's <br /> understanding of customer needs and management/staff employee interaction with customers and <br /> customer representatives. <br /> POLICY: <br /> In all ERMU interactions with customers and customer representatives,the General Manager <br /> shall not intentionally allow situations,processes,actions,behaviors or attitudes that are unsafe, <br /> undignified,inattentive, disrespectful or unresponsiveto customer needs and requests, or <br /> otherwise in conflict with the organizational values advocated by the Commission. (See <br /> Organizational Values Policy). <br /> Consistent with this general statement,the General Manager shall: <br /> 1. Keep the Commission and management/staff employees informed about customer <br /> expectations for and satisfaction with ERMU's services and conduct. <br /> 2. Keep the Commission and management/staff employees informed about current and <br /> emerging customer needs that are relevant to ERMU's core purpose and mission. <br /> 3. Provide relevant information to customers about ERMU services, using all appropriate <br /> media. <br /> 4. Keep customers reasonably informed about current and emerging issues,regulations,policies <br /> or practices that may affect their ERMU utility services and/or their use of those services. <br /> 5. Provide customers with convenient and secure access to their personal or business account <br /> information and to other information that will enable them to be informed and efficient <br /> Page 1 of 2 <br /> 162 <br />