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
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 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