Customer Service: Electricity 101 & Customer De-Escalation
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.
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:
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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.
Members: $275
Non-Members: $450
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 prior to Session I.
Location
These in-person training sessions will be held at:
NEPPA Training Center
200 New Estate Road
Littleton, MA 01460
Anthony Calascibetta, CUSP
Director of Safety & Training
Anthony is NEPPA’s Director of Safety & Training. He has 40 years of Electrical experience and 25 years of Electric Utility experience. Starting out as a Lineworker, he moved 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 Construction Trainer.
Lodging
Lodging is not included in your registration fees and must be arranged directly with the hotel. If you need overnight accommodations, please contact any of the following hotels directly and be sure to mention you’re with NEPPA (or the appropriate code/account number) to receive the negotiated rate:
Courtyard by Marriott Littleton
January 1 – April 30, 2024 – $142/night + tax
May 1 – October 31, 2024 – $168/night + tax
November 1 – December 31, 2024 – $142/night + tax
102 Constitution Avenue
Littleton, MA 01460
(978) 540-5040
Reservation Link: https://www.marriott.com/event-reservations/reservation-link.mi?id=1677160713279&key=CORP&app=resvlink
The Boxboro Regency Hotel & Conference Center – $99/night + tax
242 Adams Place
Boxborough, MA 01719
(978) 263-8701
The Westford Regency Hotel & Conference Center – $119/night +tax
219 Littleton Road
Westford, MA 01886
(978) 692-8200
SpringHill Suites Devens Common Center – 10% Discount on Prevailing rate at time of booking.
27 Andrews Parkway
Devens, MA 01434
(978) 772-3030
Hilton Garden Inn Devens – 10% Discount on Prevailing rate at time of booking.
59 Andrews Parkway
Devens, MA 01434
(978) 772-0600
Questions?
Please contact training@neppa.org or call the office at (978) 540-2200.