Customer Service 101: Delivering Exceptional Customer Service
Kinston Public Service Department, Kinston, NC
Wednesday, February 15, 2023
8:30 AM - 11:30 AM
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Eastern Standard Time
Registration deadline is February 8th, 2023
COURSE DESCRIPTION
This course will provide customer service providers with best practices focus on…
- Enhancing customer interactions with a variety of customer types (including difficult customers).
- Engaging in a respectful and collaborative customer interaction using a Customer Interaction Model (includes a role play).
- Exploring troubleshooting tools and resources to help resolve common customer issues.
COURSE OUTLINE
Overview
- What does exceptional service look like?
- Benefits
- Connection to the Public Power Advantage
The Human Side of Customer Service
- Customer Types
- Customer Interactions: Best Practices and Model
- Phone Etiquette
- Asking the Right Questions
The Technical Side of Customer Service
- Diagnosing Customer Concerns
- 12-month billing histories
- Definitions: watts, kilowatts, and kilowatt-hours
- Calculating kilowatt-hours
- Diagnostic Tools for Customer Resolution
- TempTracker365.com
- Energy Forecast
- In-home/Virtual Energy Audits
RECOMMENDED CREDITS
CPE: 3 PDU: 3 PDH: 3 CEU: .5
CEUs Continuing Education Units may be recognized by your professional board. Contact your professional board to find out what’s required. Call our office for required documentation.
CLASS TIMES: 8:30 am– 11:30 pm
PRICE:
- Members: No Cost
- Associate Members: $189
- Non-Members: $229
Price includes participant guide
PREREQUISITES: None
CANCELLATION POLICY: If a course is cancelled by ElectriCities, all registrants will be notified with a full registration fee refund. Participant Cancellation and No Shows: A non-refundable registration fee will be charged for cancellations after the deadline of February 8th, 2023
INSTRUCTOR: Dale Odom