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 Crises
- 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 Instructor:
Debra Ballard, The Ballard Group
Course Location:
MEAG Power Transmission Training Center
148 Powerhouse Road
Forsyth, GA 31029
Course Pricing: $2,100.00
Course Date:
Series 2
Module 1: September 8
Module 2: October 13
Module 3: November 10
Module 4: December 8
Module 5:January 12, 2027
Module 6: February 9, 2027
Classes will be held from 9:00- 4:00 pm
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.
ECG reserves the right to reschedule or cancel any scheduled training class or to replace personnel.