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 101: Delivering Exceptional Customer Service

Statesville City Public Works, Statesville, NC  
Wednesday, February 22, 2023 8:30 AM - 11:30 AM   Add to Calendar Eastern Standard Time

Registration deadline is February 15th, 2023


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.



  • 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
    • Energy Forecast
    • In-home/Virtual Energy Audits


     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


  • 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 15th, 2023


Statesville City Public Works  

301 S Center St
Statesville, NC 28677

Total Spots: 15