Beginning July 1, 2023, all registration fees for ElectriCities conferences and trainings are due at the time of registration.

Customer Service 102: Preparing for Success

Kinston Public Service Department, Kinston, NC  
Wednesday, February 15, 2023 1:00 PM - 4:00 PM   Add to Calendar Eastern Standard Time

Registration deadline February 8th, 2023


This course will provide customer service representatives (CSRs) with best practices focus on…

  • Presenting human and technical skills needed to manage customer interactions.
  • Engaging in a collaborative customer interaction using the CARP (Control, Acknowledge, Refocus, and Problem Solve) method (includes a role play).
  • Exploring technical aspects of the utility business to help CSRs explain them to customers.


The Technical Side of Customer Service

  • Understanding the Utility Business
    • Generation, Transmission, and Distribution
    • The Electric Bill:
      • Seven Components
      • Calculate Residential and Commercial Bill
      • Meter Multipliers
  • Electric Rate Classes, Load Factor and Meter Multipliers
  • Outage Management Systems: Role of Customer Service
  • Solar Energy: The Basics

The Human Side of Customer Service

  • Diffusing Angry Customers: The CARP System
  • Social Media: Respecting Your Job and Employer
  • Be a City Ambassador


     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: 1:00pm-4:00pm


  • Members: No Cost
  • Associate Members: $189
  • Non-Members: $229

Price includes participant guide


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.


Kinston Public Service Department  

2360 US Hwy 258 South
Kinston, NC 28504

Total Spots: 15