Customer Service 101: Basics of Electric Operations & Customer De-Escalation

Who Should Attend:

• All customer service representatives who respond to the customer’s questions.
• Anyone who interacts with customers, whether on the phone or in person.

Course Overview:  

Understanding the inner workings of Electric Distribution and Operations for a Customer Service Representative.
Public power utilities need to be adaptable and responsive to changing customer expectations. Customer Service (CS) Representatives need to understand when a customer asks about the electric utility, how it operates, and what and why when speaking with the customer. After taking this course, the CS rep will gain a better knowledge of how the electric distribution system works, understand the essential components and definitions of the electric distribution system, and know how to answer the customer without diverting the call to operations or engineering. This course defines good customer service, how to identify and meet the needs of different types of customer questions, and how to create a culture of commitment to excellence in customer service across all areas of utility management, operations, and customer interactions—focusing on building customer service as a strategy, not simply an administrative function.

Using Verbal De-Escalation Techniques – Dealing with Customer and Public Interactions
As a customer service representative, you will encounter a threatening situation when the customer becomes unruly. This course will teach you some de-escalation tactics to calm the customer down politely. Also, you will understand the barriers to communicating. While not placing yourself in a compromising position.