If you’ve been reading This Is Reno this week, you probably came across my interview with Kim Mazeres of the Truckee Meadows Water Authority. In it, she illuminates TMWA’s operations and her perspective of its customer relations. What struck me about the interview were two points: First, TMWA’s overall customer satisfaction is 87 percent....
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An interview with Kim Mazeres of the Truckee Meadows Water Authority. Read part 1 here and part 2 here. What role does the ombudsman play? The Ombudsman is an independent contractor appointed by the TMWA Board of Directors. They are there to assist a customer in resolving issues in which the customer doesn’t feel...
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An interview with Kim Mazeres of the Truckee Meadows Water Authority. Read part 1. What percentage of customers have difficulty paying bills? What can TMWA do for them? Presently, about 17,000, or 18%, of our customers are at least one month behind on their bill. We make about 1,700 payment arrangements each month. About 400-500...
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Last week, on the prowl for a new smart phone, I was able to see at the counter of Verizon on South Virginia my phone records kept by the company. Each time I have called, a notation has been made in my account detailing, briefly, the conversation: what was said, what the problem was...
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