- Basic Electric Rates
- Bridging Generations: Working Effectively Across a Multigenerational Team (for team members)
- Conducting Effective Performance Appraisals:Turning Conversations into Momentum
- Excellence As a Supervisor
- Getting the Most Out of Your Multigenerational Team (for leaders)
- The 95% Rule: 29 Employment Law Axioms
- Utility Customer Service Leadership
- Utility Customer Service Training
- Utility Management Series
- Voices That Deliver: Speaking Skills for Utility Employees
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 14, 2027
Module 2: October 12, 2027
Module 3: November 9, 2027
Module 4: December 1, 2027
Module 5: January 18, 2028
Module 6: February 25, 2028
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.