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COMMISSION POLICY <br />Section:Category: <br />GovernanceDelegation to Management Policies <br />Policy Reference:Policy Title: <br />G.4dCustomer Interests <br />PURPOSE: <br />With <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 unresponsive to 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 wi <br />2. Keep the Commission and management/staff employees informed about current and <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 />______________________________________________________________________________ <br />Page 1of 2 <br />139 <br />