Kathy made a post on LinkedIn that reminded us how absolutely necessary it is for the water sector to recognize the customer service staff in our utilities that have been walking side by side with our customers throughout a global pandemic. This episode is shout out to them and their stories.

We all need a regular reminder of how important customer service reps are to utility work. Most importantly, we can learn from Kathy about how to support customer service reps while they take care of our customers.

Check out her first appearance on the Water in Real Life podcast in EP046, "Innovating the Water Conservation Conversation."

Meet Kathy:

Kathy Nguyen graduated from Berry College with a BA in Speech/Communications and a Graduate Certification in Environmental Management from the University of Maryland. She has been with Cobb County Water System for since 2001. In 2004 she became the Water Efficiency Manager, where she developed, implemented and managed the Nationally recognized, award winning Water Efficiency Program until 2018. In 2009 she became the Senior Project Manager for Water Resources. She is currently the Customer Service Division Manager. Some of the most meaningful recognitions she has been fortunate enough to receive during her career are: the George Warren Fuller Award from the American Water Works Association for lifetime contribution to the Drinking Water Industry in Georgia, The Alliance for Water Efficiency’s Water Star Award for Career contribution to the field of water conservation, and Communicator of the Year for the Georgia Green Industry. She is a member of numerous professional organizations including AWWA, and the Georgia Association of Water Professionals, where she currently serves as Vice-President for the association. She is an active community volunteer with Good Mews a Non-profit no-kill cage free cat shelter. She lives with her patient husband and 5 demanding feline "children."

EP117: Customer Service Reps - Your Greatest Untapped Resource and Ambassadors

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