Madrid Region comprises nearly 6 million inhabitants of which the vast majority is supplied with water by the Canal de Isabel II. The last drought season occurred in the years 2005 – 2006 and it was considered just as bad as the one experienced eleven years before.
The effective management of an imminent threat of water shortage, which usually results from such drought, was made possible through the creation of a Special Office. Its main task was to coordinate all the efforts and activities necessary in order to prevent the shortage problem from becoming a serious threat and developing into a region-wide crisis.
Some of those efforts and activities were focused directly on Customer Service. As such, the paper deals with some of those non-technical activities made to handle the drought situation and the experiences acquired in managing a potential crisis.