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:
ECG Training Institute
1000 Mahala Drive
Forsyth, GA 31029

Course Pricing: $2,100.00

Course Date:
Series 2
Module 1 – September 8, 2026
Module 2 – October 13, 2026
Module 3 – November 10, 2026
Module 4 – December 8, 2026
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 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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