Collecting past due debts is time‐consuming, stressful and reduces overall productivity. The course is designed to assist utility service personnel in collecting with a maximum ROI and minimum hassle while remaining within compliance with rules and regulations. This module presents tips and techniques to increase the effectiveness of communication regarding billing processes, past due collections and disconnections. It also defines the roles of each employee involved in this process from customer service representatives to billing clerks to collection representatives to outside service personnel.

Attendees will learn about the dynamics that exist in dealing with customers who are habitual late payers or who have had their electric service discontinued. A discussion of do’s and don’ts in collection activity will lead to better business practices and more success in applying policies in an equitable manner while adhering to the letter of the law in such activities.

Class Agenda:

Introduction
Critical Issues for Utilities
Class Exercise #1: Policies, Processes and Practices for Initiating Service
Class Exercise #2: Policies, Processes and Practices for Billing, Collections and Disconnections Challenges in Credit and Collections
Regulatory Agencies and Laws that Affect Utilities
Collection Do’s and Don’ts
Appropriate Responses: Delinquent Customers are NOT all alike!
Best Practice Strategies: Communication and Consistency
Special Situations: Bankruptcies, Threats, Criminal vs. Civil Cases
Action Plans for Participants

ECG’s Customer Service Training Program is customized for municipal utilities and provides municipalities with the necessary skills and resources to deliver excellent service to your customer. This program is designed to offer guidance with the unique demands of the utility industry. Customer satisfaction is a key component of the overall success of your municipal enterprise systems. You will gain insight on effective communication skills.

The Customer Service program provides hands‐on participation, role playing exercises, and practical solutions to daily dilemmas related to customer interaction. We will explore strategies to become a successful communicator, learn to deal with angry and dissatisfied customers and improve internal communication and collaboration.  You will discover methods to understand and connect with a diverse customer base.

The Customer Service training program is designed to provide maximum benefit while limiting time away from  your job duties. Divided into 6 modules, our training allows flexibility in scheduling and the option of attending individual classes for subject concentration. Upon completion of the program, a Certificate of Completion is presented.  You must attend all six Series to receive the Certificate.

Topics:
Series 1 – Customer Service Communication
Series 2 – The SELF Evaluation: Self-awareness for Improved External and Internal Service
Series 3 – Dealing with Stress Caused by Angry and Difficult Customers
Series 4 – Resolving High Bill Complaints / Education of Energy Conservation & Efficiency Improved
Series 5 – Customer Service by Phone
Series 6 – Understanding Collections and Disconnections