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Customer Service: Electricity 101 & Customer De-Escalation
January 25, 2024 @ 8:00 am - 2:30 pm EST
2024 Customer Service Training 
January 25, 2024 (8:00 am – 2:30 pm) | NEPPA Training Center
NEPPA will be having a training on Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service Representative & Using Verbal De-Escalation Techniques – Dealing with Customer and Public Interactions, Thursday, January 25, 2024 hosted by NEPPA.
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.
Course Topics:
- Gain a better understanding of where the power is coming from.
- How to use social media productively.
- Discuss a greener utility.
- Understand who owns what- Electric Utility Responsibility vs. Customer Responsibility.
- Gain a better knowledge of what’s on the utility pole.
- Explain the difference between overhead and underground distribution.
- Understand what your Electric Utility Standard Operating Procedure (SOP) is.
- What are some of the causes of power disruptions or outages?
- The dangers of a down power line.
- Gain a better understanding of how to work safely around downed electric lines.
- Understand what your Electric Utility Standard Operating Procedure (SOP) is.
- What are some of the causes of power disruptions or outages?
- The dangers of a down power line.
- Gain a better understanding of how to work safely around downed electric lines.
- Understand Electricity generation, transmission, and distribution.
- The difference between a trouble call vs. a work order.
- The Dig Safe process
- Understand the Electric Distribution Markers.
- The reason for a Police Detail.
- Vegetation Management.
- Gain a better knowledge of the electric utility definitions.
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.
Course Topics:
- What is verbal de-escalation?
- Refrain from using physical force.
- Gain knowledge of verbal de-escalation tactics.
- Learn how to communicate effectively.
- Understand the difference between positive and negative.
- Understand how to be an empathic listener and not be dismissive.
- Recognize and understand body language.
- Understand the encroachment of personal space.
- Understand what a challenging posture is and how to avoid them.
- Understand the tone of your voice.
- Know when to ask for help.
- The dos and don’ts when addressing a customer.
Agenda
The agenda is being finalized and is therefore subject to change.
8:00 am Coffee & Baked Goods Available
8:30 am Welcome & Introductions – Anthony Calascibetta, CUSP NEPPA Director of Safety & Training
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