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SUMMARY:Customer Service: Electricity 101 & Customer De-Escalation
DESCRIPTION:2024 Customer Service Training January 25\, 2024 (8:00 am – 2:30 pm) | NEPPA Training Center\n\nNEPPA 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.  \n\n			\n				\n				\n				\n				\n				Who Should Attend:    \nAll customer service representatives who respond to the customer’s questions.  Anyone who interacts with customers\, whether on the phone or in person. \n			\n				\n				\n				\n				\n				Course Overview:  \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				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. \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				Course Topics:   \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\nGain a better understanding of where the power is coming from.\nHow to use social media productively.\nDiscuss a greener utility.\nUnderstand who owns what- Electric Utility Responsibility vs. Customer Responsibility.\nGain a better knowledge of what’s on the utility pole.\nExplain the difference between overhead and underground distribution.\nUnderstand what your Electric Utility Standard Operating Procedure (SOP) is.\nWhat are some of the causes of power disruptions or outages?\nThe dangers of a down power line.\nGain a better understanding of how to work safely around downed electric lines.\n\n\n			\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n Understand what your Electric Utility Standard Operating Procedure (SOP) is.\nWhat are some of the causes of power disruptions or outages?\nThe dangers of a down power line.\nGain a better understanding of how to work safely around downed electric lines.\nUnderstand Electricity generation\, transmission\, and distribution.\nThe difference between a trouble call vs. a work order.\nThe Dig Safe process\nUnderstand the Electric Distribution Markers.\nThe reason for a Police Detail.\nVegetation Management.\nGain a better knowledge of the electric utility definitions.\n\n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				Using Verbal De-Escalation Techniques – Dealing with Customer and Public InteractionsAs 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. \n			\n				\n				\n				\n				\n				Course Topics:   \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\nWhat is verbal de-escalation?\nRefrain from using physical force.\nGain knowledge of verbal de-escalation tactics.\nLearn how to communicate effectively.\nUnderstand the difference between positive and negative.\nUnderstand how to be an empathic listener and not be dismissive.\n\n			\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\nRecognize and understand body language.\nUnderstand the encroachment of personal space.\nUnderstand what a challenging posture is and how to avoid them.\nUnderstand the tone of your voice.\nKnow when to ask for help.\nThe dos and don’ts when addressing a customer.\n\n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n Agenda \n\n\nThe agenda is being finalized and is therefore subject to change.\n8:00 am       Coffee & Baked Goods Available \n8:30 am       Welcome & Introductions – Anthony Calascibetta\, CUSP NEPPA Director of Safety & Training    \n8:45 am       Understanding the inner workings of Electric Distribution and Operations for a Customer Service Representative – Part  I. \n10:15 am      Break  \n10:30 am      Understanding the inner workings of Electric Distribution and Operations for a Customer Service Representative – Part II.  \n12:00 pm      Lunch  \n12:30 pm       Using Verbal De-Escalation Techniques – Dealing with Customer & Public Interactions \n2:30 pm       Adjourn \n \n \n\n			\n				\n				\n				\n				\n				Click here for printable agenda\n			\n				\n				\n				\n				\n				Registration \nMembers:  $275.00Non-Members:  $450.00\n			\n				\n				\n				\n				\n				Questions?  Don’t hesitate to call the office at (978) 540-2200.\n			\n				Register NOW
URL:https://neppa.org/event/understanding-the-inner-workings-of-electric-distribution-and-operations-for-customer-service-rep-using-verbal-de-escalation-techniques-dealing-with-customer-and-public-interactions/
LOCATION:NEPPA Training Center\, 200 New Estate Rd\, Littleton\, MA\, 01460\, United States
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/png:https://neppa.org/wp-content/uploads/2023/12/2024-CS-Electric-101.png
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