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<br />______________________________________________________________________________ <br /> <br />Page 1 of 2 <br /> <br /> <br /> <br /> <br />COMMISSION POLICY <br /> <br />Section: Category: <br />Governance Delegation to Management Policies <br />Policy Reference: Policy Title: <br />G.4d Customer Interests <br /> <br />PURPOSE: <br /> <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 /> <br />POLICY: <br /> <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 /> <br />Consistent with this general statement, the General Manager shall: <br /> <br />1. Keep the Commission and management/staff employees informed about customer <br />expectations for and satisfaction with ERMU’s services and conduct. <br /> <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 /> <br />3. Provide relevant information to customers about ERMU services, using all appropriate <br />media. <br /> <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 /> <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 />45