Customer Service 101: Basics of Electric Operations & Customer De-Escalation
Customer Service 101: Basics of Electric Operations & Customer De-Escalation
(1-Day Course)
Wednesday, January 21, 2026
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.
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:
This course is a mix of classroom instruction and hands-on demos in NEPPA’s training yard.
Part I: Using Verbal De-Escalation Techniques When Dealing with Customer and Public Interactions
This course will teach you to identify and address the common barriers to communicating with the public. Participates will come away with clear, actionable tips for building empathic and trusting relationships with the toughest of customers. It will help you to identify and meet the needs of different types of customers, and create a culture of commitment to excellence in customer service across all roles —focusing on building customer service as a strategy, not simply an administrative function.
Part II: 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.
Part II: Hands-on
Participates will tour the NEPPA facility and be given the opportunity to see, touch and experience lineworker equipment, tools and daily tasks, as a way to help bridge the gap between administrative and operations staff. Students are encouraged to ask questions and get involved in the demos as a way to understand first hand the role of utility field workers.
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 Using Verbal De-Escalation Techniques – Dealing with Customer & Public Interactions
10:15 am Break
10:30 am Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service Representative (Classroom Instruction)
12:00 pm Lunch
12:30 pm Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service Representative (Hands-on demos)
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 and certificates of completion.
2026 Registration Fees
Members: $295
Non-Members: $480
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
Codie Perry
Manager of Safety and Training, Northeast Public Power Association
Codie graduated from Pratt Community College Line School in 2014 with an associate degree in Electrical Power Technology. He then worked for Kay Electric Cooperative in Blackwell, Oklahoma, where he spent 11 years. In that time, he received his Lineworker Certificate from Northwest Lineman College. In 2019, Codie received the “Above and Beyond” Award from the Oklahoma Association of Electric Cooperatives for providing emergency care for an individual in a vehicle accident while he was on the job. In his free time, he enjoys the outdoors and spending time with my family. Codie is NEPPA’s Manager of Safety and Training, moving to New Hampshire in early 2025 to join the NEPPA team.
Sarah Kubik
Manager of Marketing and Education, Northeast Public Power Association
Sarah graduated from Bryant University with a bachelor’s degree in business management and a double minor in sociology and environmental science. Following graduation, Sarah served in the United States Peace Corps as a youth development volunteer, living in Azerbaijan. Returning home, she entered the hospitality industry, gaining vaulable customer service and management experience. This led her to the world of association management, specifically condominium management, where she had a 10+ year career with The Dartmouth Group, eventually becoming their Director of Client Relations and Employee Experience. In 2024, she joined the public power industry as Manager of Education and Marketing for NEPPA. Sarah coordinates NEPPA’s education and training offerings and is in charge of association communications and promotion.
Questions?
Please contact training@neppa.org or call the office at (978) 540-2200.