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ATTENTION
Due to the threat of coronavirus (COVID-19), we will continue to monitor the risk as it relates to upcoming ElectriCities training classes and meetings. If changes are made, we will post timely updates to the course schedule below and/or coordinate with the participants directly. If you must cancel attending a course or meeting due to travel restrictions, or if you have additional questions, please contact training@electricities.org.
Before attending any class, please download and review the COVID-19 Training Guidelines document to ensure the safety of the instructors and attendees.

 

Customer Service 201: Critical Thinking On Your Feet

Kinston Public Service Department, Kinston, NC  
Thursday, February 16, 2023 8:30 AM - 11:30 AM   Add to Calendar Eastern Standard Time

Registration deadline is February 8th, 2023

COURSE DESCRIPTION

This course will provide customer service providers with more advanced training within the electric industry to better resolve electric customer problems using critical thinking skills.

COURSE OUTLINE

  • Explore critical thinking including its history, the importance of looking at both sides of an argument, and the responsibility of asking questions
  • Review the importance of thinking to some purpose
  • Discuss the human side of critical thinking and the importance of humility, courage and perseverance when interacting with customers
  • Define what a red herring fallacy is and how to spot them if customers present them
  • Contrast the subset of red herring fallacies including ad hominin, appeals to authority, appeals to emotion, attacking evidence, insisting loudly on a minor point, and oversimplifying
  • Analyzing the logic of anger that some customers may have
  • Differentiate between inferences and assumptions
  • Read and discuss articles on subjects from two points of view 
  • Apply critical thinking in a role play exercise

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

Kinston Public Service Department  

2360 US Hwy 258 South
Kinston, NC 28504

Total Spots: 15
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The meeting is full. If you proceed to register the Registrant will be placed on the Waitlist.