BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//NEPPA - ECPv6.15.18//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:NEPPA
X-ORIGINAL-URL:https://neppa.org
X-WR-CALDESC:Events for NEPPA
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:America/New_York
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20250309T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20251102T060000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20260308T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20261101T060000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20270314T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20271107T060000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260121T080000
DTEND;TZID=America/New_York:20260121T143000
DTSTAMP:20260411T144638
CREATED:20251121T165352Z
LAST-MODIFIED:20251210T173628Z
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
END:VCALENDAR