Course: BFM 203 Water Treatment and Control

Lecture

(10/13)

Water Quality Complaints

As an operator, you will likely hear complaints from customers from time to time. Consider the following guidelines for handling complaints.

- Be friendly and courteous at all times.
- Assure the consumer that you are pleased that they have called.
- Ask the customer to describe the problem.
- Listen carefully and take notes.
- Review the problem with them to be sure you understand it completely.
- Don't argue with the customer.
- Make every effort to answer the question quickly, completely, and accurately.
- Assure them that the problem will be resolved.
- If you cannot resolve the problem, politely offer to refer them to management or someone who can answer their questions or concerns.

Water quality complaints should be treated as a form of operating record. Record every call with as much detail as possible for future review.

Process water piping is color coded (as shown in the photo to the left, below, (universal to ALL plants) and should be consistent with the physical records for that plant. Labels are often added to color-coded pipe to identify the specific process with which they are associated (as shown in the photo below, right). The photo on the bottom illustrates color-coded, clearly labeled isolation and electrical control panels.

Color Coded, Labeled Piping
Photos Courtesy of the RRCC Water Quality Management Program