When returned home at midnight, Mr. Wu found that he had no water in the house. His first reaction was to call the Taipei Water Department (TWD) Customer Service hotline. Within one hour, a TWD service man arrived and helped him to restore water supply. Mr. Wu was deeply impressed with the warm and efficient service delivered by TWD.
This is a true story occurred in Taipei City. The TWD setup its Customer Service Center in 2001 to provide 24-hour customer services which integrate all needed information to solve every single problem as fast as it can. Each case is tracked and a customer satisfaction survey is completed at the end of every service encounter. Any comments/opinions from customers are forwarded to those departments which are responsible. The goal for this kind of feedback is to grab every opportunity to improve service quality.
“Hi, how may I help you?” an often heard greeting in any service setting, is in essence a management motto of the TWD. The goal is to help building a “city of better water, better life” via most thoughtful and considerate services delivered by our best staff from all aspects.
