Utility Customer Service Training Series 1

Course Overview

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. This course 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.

Course Topics:

• Customer Service Communication
• The SELF Evaluation: Self‐awareness for Improved External and Internal Service
• Dealing with Stress Caused by Angry and Difficult Customers
• Resolving High Bill Complaints / Education of Energy Conservation & Efficiency Improved
• Customer Service by Phone
• Understanding Collections and Disconnections

Course Level: Basic

Length of Course: 6 Months
Certificate of Completion

Who Should Attend:
Designed for Customer Service Representatives

Course Instructor:
Debra Ballard, The Ballard Group

Course Location:
ECG Training Institute
1000 Mahala Drive
Forsyth, GA 31029

Course Pricing: $2,100.00

Course Date:
Series 1
Module 1: March 9, 2027
Module 2: April 13, 2027
Module 3: May 11, 2027
Module 4: June 15, 2027
Module 5: July 20, 2027
Module 6: August 17, 2027
Classes will be held from 9:00-4:00pm
Lunch will be provided

Cancellation Policy
If you are unable to attend, substitutions will be permitted up to one week prior to the first day of class with written notification, there will be no refunds or credits given. Attendees must attend all days to receive their Certificate of Completion. ECG reserves the right to reschedule or cancel any scheduled training class or to replace personnel.

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