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

“Great content and delivered so non-lineman can understand”

Stacy Toczylowski

Assistant Business Division Manager, North Attleborough Electric Department

“Anthony is an engaged and interesting instructor. His presentation evidenced the knowledge he has of the topics discussed. The presentation was clear, concise, and informative and promoted interaction among attendees. The material given is easily applicable to our day-to-day roles in the electric public power industry.”

Paula O'Leary

Operational Assistant/Materials Manager, Reading Municipal Light Department

“GREAT! Anthony was very well spoken, and the content is very helpful for the office”

Marie Hynes

Division Manager, Support Services, Braintree Electric Light Department

Customer Service 101: Basics of Electric Operations & Customer De-Escalation
(1-Day Course)

Thursday, January 16, 2025
8:00 AM – 2:30 PM

NEPPA Training Center – 200 New Estate Road, Littleton MA 01460

NEPPA is pleased to offer this training on understanding the inner workings of electric distribution and operations for customer service representatives.
This course also includes training on how to use verbal de-escalation techniques in interactions with the public.

VIEW COURSE BROCHURE

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.

Program Objectives:

Upon completion of this course attendees will understand:

  • Where the power is coming from
  • Using social media productively
  • How to discuss a greener utility
  • Who owns what- Electric Utility Responsibility vs. Customer Responsibility
  • What’s on the utility pole
  • Explaining the difference between overhead and underground distribution.
  • What your Electric Utility Standard Operating Procedure (SOP) is
  • Some of the causes of power disruptions or outages
  • The dangers of a down power line
  • What your Electric Utility Standard Operating Procedure (SOP) is
  • What are some of the causes of power disruptions or outages
  • How to work safely around downed electric lines
  • Electricity generation, transmission, and distribution
  • The difference between a trouble call vs. a work order
  • The Dig Safe process
  • The Electric Distribution Markers
  • The reason for a Police Detail
  • Vegetation Management
  • Electric utility definitions
  • Effective communication and verbal de-escalation tactics
  • How to be an empathic listener and not be dismissive
  • Recognize and understand body language and personal space
  • What a challenging posture is and how to avoid them
  • Important of the tone of your voice
  • When to ask for help
  • The dos and don’ts when addressing a customer

 

Agenda

This agenda is subject to change.

 

8:00 am    Coffee & Baked Goods Available

8:30 am     Welcome & Introductions 

8:45 am     Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service Representative – Part  I

10:15 am   Break 

10:30 am   Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service Representative – Part II

12:00 pm   Lunch 

12:30 pm   Using Verbal De-Escalation Techniques – Dealing with Customer & Public Interactions

2:30 pm     Adjourn

 

Registration

Due to the extremely interactive nature of this training experience, class size is limited. Registration fees include coffee and lunch, all program materials, supplemental assignments, certificates and special recognition.

 

2025 Registration Fees

Members: $285

Non-Members: $465

Register here

Questions?

Please contact training@neppa.org or call the office at (978) 540-2200.

Cancellations

Cancellations are accepted until two-weeks prior to the start of the Program. Substitutions may be made at any time. 

Location

This in-person training sessions will be held at:

NEPPA Training Center
200 New Estate Road
Littleton, MA 01460

Instructor

Anthony Calascibetta, CUSP

Anthony Calascibetta, CUSP

Trainer

Anthony joined NEPPA as part of the training team in May 2022. Anthony has 40 years of Electrical experience and 25 years of Electric Utility experience. Anthony started out as a Lineworker and progressed to the Substation Division as a Lead Substation Technician. He is proficient in relay testing, transformer testing, circuit breaker testing, and all aspects of wiring in overhead, underground, metering, and substations. Anthony is an OSHA Authorized General Industry Trainer and OSHA Authorized OSHA Outreach Trainer and First Aid/CPR/AED Certified. 

“It’s an honor to be part of the NEPPA training team, and Safety Training is one of the most important assets of the Electric Utility. Remember, safety starts with you!” – Anthony Calascibetta

Questions?

Please contact training@neppa.org or call the office at (978) 540-2200.

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