Revision with unchanged content. Like most businesses today, municipal utilities are confronting trans­formational change. Once a protected monopoly, they face an increasingly competitive environment. Their production is being outsourced. Their ability to sustain prices is being challenged. As a result, they are recognizing the importance of their relationship with their customers. The need for quality training focused on specific competencies is becoming evident. Drawing on the results of a national survey of customer service representatives, the most important competencies for customer service providers are explored. Information from utility research, customer service competency research, training and development theory, and intellectual capital theory are combined. These concepts are linked to current research based on subject matter experts insights.The information is essential for managers who confront rapid change in their marketplace. This book explores the importance and competitive advantage of customer relationships. HR professionals, marketing managers and customer service managers who seek to improve customer service through training will also benefit.

is the Business Program Director for University of Minnesota Rochester.He has worked for over 30 years in industry and utilities in operations and management.He holds a Marketing MBA and a Ph.D. in H.R.D. His areas of research are intellectual capital theory, customer relationship management,outsourcing, and competition.

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