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 Location:
MEAG Power Transmission Training Center
148 Powerhouse Road
Forsyth, GA 31029
Course Instructor:
Debra Ballard, The Ballard Group
Classes will be held from 9:00- 4:00 pm
Lunch will be provided
