Utility Customer Service Training Series 2
Course Overview
During the training session, participants will be reminded of both the emotional and technical aspects of resolving customers’ concerns. They will be provided with specific tips on tone and wording to use while educating customers. The use of empathy and other de-escalation techniques will also be discussed. Moreover, the importance of maintaining composure and professionalism throughout the conversation will be emphasized, even in the case of customers who are rude or unruly.
Course Topics:
- How To Keep and Use Your SPARK in Stressful Times
- Working with a Diverse Workforce and Customer Base
- Communication During Outages and Other Crisis
- Improving Internal Service and Communications
- Positive Assertiveness and Organizational Skills = Personal Effectiveness
- The Employee as a Brand Ambassador
Course Level: Basic
Length of Course: 6 Months
Certificate of Completion
Who Should Attend:
Designed for Customer Service Representatives
Course Location:
MEAG Power Transmission Training Center
148 Powerhouse Road
Forsyth, GA 31029
Course Instructor:
Debra Ballard, The Ballard Group
Course Pricing: $2,100.00
Course Dates:
Module 1: September 9, 2025
Module 2: October 7, 2025
Module 3: November 11, 2025
Module 4: December 11, 2025
Module 5: January 13, 2026
Module 6: February 10, 2026
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 class date with written notification, there will be no refunds given. Attendee must attend each of the modules to receive Certificate of Completion.
ECG reserves the right to reschedule or cancel any scheduled training class or to replace personnel.