Customer Service Communication
Learning to communicate effectively with customers can sometimes be like walking on eggshells due to the sensitive nature of some business transactions, such as overdue payments or perceived billing errors. This module provides an introduction/review of effective customer communication and customer evaluation of service delivery. Focus is given to the most frequent communication gaffes committed by utility personnel, and how to alter a customer's negative interpretation. Dealing with increasingly diverse customer base is also covered in this class.
The SELF Evaluation: Self-awareness for Improved External and Internal Service
The impact of cost controls, business processes, and higher expectations by customers challenge organizations to perform at higher levels of productivity. This means an even greater necessity for improving inter-and intra- departmental cooperation and teamwork. Employees will be trained to identify and understand their own behavior patterns and how they affect interactions with customers – both external and internal. Insight into various behavior styles and how to adapt effective styles when relating to customers will be provided. Participants will become more aware of how to improve professionalism through the development of improved attitudes, teamwork and best practices for working with internal customers to serve external customers.
Dealing with Stress Caused by Angry and Difficult Customers
This module will help participants understand how to stay focused on work and personal goals, while ups and downs occur. Participants will learn to develop personal flexibility to deal with uncertainty and to find meaning in what they are doing. Anyone who may find themselves on the receiving end of hostile, aggressive, or manipulative behavior from customers will benefit. The module helps employees effectively manage intensely emotional customer interactions. Participants will gain insight into various patterns and dynamics of behavior – their own and others.
Resolving High Bill Complaints / Education of Energy Conservation & Efficiency
Complaints over the cost of utility bills continue to increase. This module is designed to look into the phenomenon of “high bill” complaints and the reasons behind them and to provide attendees with substantial background information on conservation and efficiency. Emphasis is given to the most effective communication skills to resolve emotional complaints over the increased cost of a utility bill and how to assist customers in realizing that they control their bill – not the utility.
Improved Customer Service by Telephone
Through class discussion and interactive exercises, participants will develop and enhance their skills for dealing with customers over the phone in scenarios such as product sales, service connects, disconnects, technical support, and billing concerns. Improving image through correct use of voice and speech patterns as well as the mechanics of excellent telephone service will be covered. These skills serve to enhance the performance of all employees that interact with customers with an end result of reduced stress and improved customer satisfaction.
Understanding Collections and Disconnections
Collecting past due debts is time-consuming, stressful and subtracts from overall productivity. The course is designed to assist utility service personnel in collecting with a maximum ROI and minimum hassle while remaining within compliance rules and regulations. This module presents tips and techniques to increase the effectiveness of communication regarding cut-offs and past due collections.