Training Information

Customer Service 101: Delivering Exceptional Customer Service

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