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DTSTART;TZID=America/New_York:20250116T080000
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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
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