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DTEND;TZID=America/New_York:20260121T143000
DTSTAMP:20260416T151911
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UID:10000550-1768982400-1769005800@neppa.org
SUMMARY:Customer Service 101: Basics of Electric Operations & Customer De-Escalation
DESCRIPTION:Customer Service 101: Basics of Electric Operations & Customer De-Escalation(1-Day Course)\n\nWednesday\, January 21\, 20268:00 AM – 2:30 PM\n \nNEPPA Training Center – 200 New Estate Road\, Littleton MA 01460 \n\n			\n				\n				\n				\n				\n				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. \n			\n				\n				\n				\n				\n				\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWho Should Attend:\n\nAll customer service representatives who respond to the customer’s questions.\nAnyone who interacts with customers\, whether on the phone or in person.\n\nCourse Overview:  \n\n\n\n\n\n\n\n\nThis course is a mix of classroom instruction and hands-on demos in NEPPA’s training yard.  \nPart I: Using Verbal De-Escalation Techniques When Dealing with Customer and Public InteractionsThis 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. \nPart II: Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service RepresentativePublic 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. \nPart 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.  \n\n\n\n\n			\n				\n				\n				\n				\n				Topics to be Discussed:\nInstructors plan to discuss the following topics as part of this course. Due to the interactive nature of this session and our goal to gear the content to meet the needs of the students in the room\, some topics may be skipped and some may be discussed in more detail.  \n\n\n\n\n\nWhere the power is coming from\nHow to discuss a greener utility\nWho owns what- Electric Utility Responsibility vs. Customer Responsibility\nWhat’s on the utility pole\nExplaining the difference between overhead and underground distribution.\nWhat your Electric Utility Standard Operating Procedure (SOP) is\nSome of the causes of power disruptions or outages\nThe dangers of a down power line\nWhat are some of the causes of power disruptions or outages\nHow to work safely around downed electric lines\n\n\n\n\nElectricity generation\, transmission\, and distribution\nThe difference between a trouble call vs. a work order\nThe Dig Safe process\nThe Electric Distribution Markers\nThe reason for a Police Detail\nVegetation Management\nElectric utility definitions\nPractical communication tips to build trust\nHow to be an empathic listener and not be dismissive\nImportance of tone and body language in customer service\nSetting clear expectations with customers\nHow to control and redirect conversations\nWord choice and etiquette\nHow office policies can set you up for success\n\n\n\n\n\n  \n			\n				\n				\n				\n				\n				Agenda \n\n\nThis agenda is subject to change. \n  \n8:00 am    Coffee & Baked Goods Available \n8:30 am     Welcome & Introductions  \n8:45 am    Using Verbal De-Escalation Techniques – Dealing with Customer & Public Interactions \n10:15 am   Break  \n10:30 am  Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service Representative (Classroom Instruction) \n12:00 pm   Lunch  \n12:30 pm  Understanding the Inner Workings of Electric Distribution and Operations for a Customer Service Representative (Hands-on demos) \n2:30 pm     Adjourn \n  \n \n  \n\n\n \n			\n				\n				\n				\n				\n				Registration \nDue 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.  \n  \n2026 Registration Fees \nMembers: $295 \nNon-Members: $480 \n\n			\n				register now\n			\n				\n				\n				\n				\n				Questions?\nPlease contact training@neppa.org or call the office at (978) 540-2200. \n\n			\n				\n				\n				\n				\n				Cancellations \nCancellations are accepted until two-weeks prior to the start of the Program. Substitutions may be made at any time.  \n			\n				\n				\n				\n				\n				Location \nThis in-person training sessions will be held at:   \nNEPPA Training Center200 New Estate RoadLittleton\, MA 01460 \n			\n				\n				\n				\n				\n				Instructor\n			\n				\n				\n				\n				\n				\n				\n					Codie Perry\n					Manager of Safety and Training\, Northeast Public Power Association \n					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. \n					\n				\n			\n				\n				\n				\n				\n				\n				\n					Sarah Kubik\n					Manager of Marketing and Education\, Northeast Public Power Association \n					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. \n					\n				\n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				Questions?\nPlease contact training@neppa.org or call the office at (978) 540-2200.
URL:https://neppa.org/event/customer-service-101-basics-of-electric-operations-customer-de-escalation-2/
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/2025/11/CS-101-sq-16.9-2026.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250116T080000
DTEND;TZID=America/New_York:20250116T143000
DTSTAMP:20260416T151911
CREATED:20241112T132516Z
LAST-MODIFIED:20241216T124449Z
UID:10000429-1737014400-1737037800@neppa.org
SUMMARY:Customer Service 101: Basics of Electric Operations & Customer De-Escalation
DESCRIPTION:Customer Service 101: Basics of Electric Operations & Customer De-Escalation(1-Day Course)\n\nThursday\, January 16\, 20258:00 AM – 2:30 PM\n \nNEPPA Training Center – 200 New Estate Road\, Littleton MA 01460 \n\n			\n				\n				\n				\n				\n				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. \n			\n				MORE COURSE INFORMATION\n			\n				\n				\n				\n				\n				\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWho Should Attend:\n\nAll customer service representatives who respond to the customer’s questions.\nAnyone who interacts with customers\, whether on the phone or in person.\n\nCourse Overview:  \n\n\n\n\n\n\n\n\nUnderstanding 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 \nUsing Verbal De-Escalation Techniques – Dealing with Customer and Public Interactions \nAs 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				\n				\n				\n				\n				Registration \nDue 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. \n  \n2025 Registration Fees \nMember: $285 \nNon-Member: $465 \n\n			\n				Register here\n			\n				\n				\n				\n				\n				Cancellations \nCancellations are accepted until two-weeks prior to the start of the Program. Substitutions may be made at any time.  \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				Questions?\nPlease contact training@neppa.org or call the office at (978) 540-2200.
URL:https://neppa.org/event/customer-service-101-basics-of-electric-operations-customer-de-escalation/
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/2024/11/CS-101-sq-16.9.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20240125T080000
DTEND;TZID=America/New_York:20240125T143000
DTSTAMP:20260416T151911
CREATED:20231213T181217Z
LAST-MODIFIED:20231219T141717Z
UID:10000332-1706169600-1706193000@neppa.org
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20231024T080000
DTEND;TZID=America/New_York:20231026T170000
DTSTAMP:20260416T151911
CREATED:20230809T130005Z
LAST-MODIFIED:20230918T192931Z
UID:10000284-1698134400-1698339600@neppa.org
SUMMARY:Energy Connect Conference (formerly Customer Service Conference)
DESCRIPTION:NEPPA’s 2023 Energy Connect Conference (formerly Customer Service\, Credit & Collections Conference) will be held October 24 – 26\, 2023 at The Wylie Inn and Conference Center (295 Hale Street\, Beverly\, MA 01915).  Join your professional colleagues for 2 day of educational sessions\, roundtables\, networking\, sponsor exhibits\, and more! \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				For More information click here
URL:https://neppa.org/event/energy-connect-conference-formerly-customer-service-conference/
LOCATION:MA
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/png:https://neppa.org/wp-content/uploads/2023/08/2023-ECC-16.9-2.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20230614T090000
DTEND;TZID=America/New_York:20230614T123000
DTSTAMP:20260416T151911
CREATED:20230328T162309Z
LAST-MODIFIED:20230613T152302Z
UID:10000276-1686733200-1686745800@neppa.org
SUMMARY:Customer Service Roundtable - Virtual
DESCRIPTION:Join NEPPA’s Customer Service Subcommittee for a virtual roundtable covering hot topics in the Public Power industry. Members will meet in small groups to share insights into best practices\, discuss current programs and help provide tools for the future! \n			\n				\n				\n				\n				\n				Who Should Attend?This course is suitable for anyone new or established in Public Power that works with customers including: \n-General Managers-Business/Office Managers-Customer Service Managers\, Supervisors\, Representatives-Anyone looking to get a better understanding and/or fresh ideas Customer Service \n			\n				\n				\n				\n				\n				Click here for printable flyer \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				Agenda\n \n \nWednesday\, June 14\, 2023 \n \n \nAgenda details are still being finalized and are therefore subject to change\, breakout rooms will be available based on attendance. If you have not received an email with the Zoom link\, please contact registrar@neppa.org. \n9:00 am – 9:45 am             Difficult Customers \n9:45 am – 10:30 am           Collections \n10:30 am – 10:45 am         Break \n10:45 am – 11:30 am         Electrification and Solar Power \n11:30 am – 12:00 pm         Stress Management \n12:00 pm – 12:30 pm         Potpourri/Wrap Up \n12:30 pm                            Event Adjourns \n  \n  \n			\n				\n				\n				\n				\n				Registration fee\nMembers:  $30.00Non-Members: $50.00 \n			\n				\n				\n				\n				\n				Registration\n			\n				Register \n			\n				\n				\n				\n				\n				CancellationsCancellations are accepted until Wednesday\, May 31\, 2023. Substitutions may be made at any time. \n			\n				\n				\n				\n				\n				Questions?Please contact events@neppa.org or call the office at (978) 540-2200.
URL:https://neppa.org/event/customer-service-roundtable-virtual/
LOCATION:Virtual
CATEGORIES:Customer Service,Roundtables
ATTACH;FMTTYPE=image/png:https://neppa.org/wp-content/uploads/2023/03/CS-Virtual-RT-2023-1-4.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20220919T080000
DTEND;TZID=America/New_York:20220920T150000
DTSTAMP:20260416T151911
CREATED:20220825T154230Z
LAST-MODIFIED:20220825T154835Z
UID:10000175-1663574400-1663686000@neppa.org
SUMMARY:2022 Customer Service\, Credit & Collections Conference
DESCRIPTION:Click here for more information \n			\n				Register Now
URL:https://neppa.org/event/2022-customer-service-credit-collections-conference/
LOCATION:Doubletree by Hilton Manchester Downtown\, 700 Elm Street\, Manchester\, NH\, 03101\, United States
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/png:https://neppa.org/wp-content/uploads/2022/08/2022-CS-banner-II-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20220322T080000
DTEND;TZID=America/New_York:20220322T080000
DTSTAMP:20260416T151911
CREATED:20211022T180900Z
LAST-MODIFIED:20220118T195956Z
UID:10000050-1647936000-1647936000@neppa.org
SUMMARY:Customer Service Leadership Program
DESCRIPTION:NEPPA is pleased to partner with Pryor Learning Solutions\, Inc. to revitalize the Customer Service Leadership Program: Delivering Exceptional Customer Service being held Tuesday\, March 22\, 2022 at NEPPA’s Training Center (Littleton\, MA). \nEvery person in an organization has the ability to make a positive impact on customer relations. This Program will help train yourself\, your staff\, and your organization to rise to a level of service excellence through leadership. \nUpon completion of the Program\, participants are awarded a Certificate of Completion. \n\n\n\n\nWho Should Attend\nThis interactive Program is designed for anyone who interacts with external and internal customers\, especially: \nReceptionists \nCustomer Service Representatives \nTechnical Support Staff \nSales & Marketing Staff \nSupervisors & Managers \n  \n\n\n			\n				\n				\n				\n				\n				Click here for more information\n			\n				Register\n			\n				\n				\n				\n				\n				Questions?\nPlease contact training@neppa.org or call the office at (978) 540-2200.
URL:https://neppa.org/event/customer-service-leadership-program/
LOCATION:NEPPA Training Center\, 200 New Estate Rd\, Littleton\, MA\, 01460\, United States
CATEGORIES:Customer Service,Leadership
ATTACH;FMTTYPE=image/png:https://neppa.org/wp-content/uploads/2021/10/2022-CSLP-Program-Event-Banner.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20220112T090000
DTEND;TZID=America/New_York:20220112T123000
DTSTAMP:20260416T151911
CREATED:20211014T144145Z
LAST-MODIFIED:20211213T201542Z
UID:10000018-1641978000-1641990600@neppa.org
SUMMARY:NEPPA's Customer Service Virtual Roundtable: Breakouts!
DESCRIPTION:No conference this year?  No problem!  Join NEPPA’s Customer Service Subcommittee for a virtual roundtable covering hot topics in the Public Power industry.  Members will meet in small groups to share insights into best practices\, discuss current programs and help provide tools for the future! \n			\n				\n				\n				\n				\n				Who Should Attend?This course is suitable for anyone new or established in Public Power that works with customers including: \n-General Managers-Business/Office Managers-Customer Service Managers\, Supervisors\, Representatives-Anyone looking to get a better understanding and/or fresh ideas Customer Service \n			\n				\n				\n				\n				\n				Click here for printable flyer \n			\n			\n				\n				\n				\n				\n			\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				\n				Agenda\nWednesday\, January 12\, 2022 \n9:00-10:00 am    Breakout Round Table Session10:15 – 11:15 am   Breakout Round Table Session11:30 – 12:30 pm  Wrap-up Webinar (All Participants)12:30 pm   Adjourn  \n			\n				\n				\n				\n				\n				Registration fee\nMembers:  $25.00Non-Members: $45.00 \n			\n				\n				\n				\n				\n				Registration NOW Open\n			\n				Register NOW\n			\n				\n				\n				\n				\n				CancellationsCancellations are accepted until Wednesday\, January 5\, 2022. Substitutions may be made at any time. \n			\n				\n				\n				\n				\n				Questions?Please contact events@neppa.org or call the office at (978) 540-2200.
URL:https://neppa.org/event/neppa-customer-service-roundtable/
LOCATION:Virtually
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/png:https://neppa.org/wp-content/uploads/2021/10/CS-RDT-Sq-1-1.png
END:VEVENT
END:VCALENDAR