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AWWA Customer Service Seminar
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9/19/2017 to 9/20/2017
When: Tuesday, September 19-20, 2017
7:30 AM
Where: Orange County Utilities
9150 Curry Ford Road
Orlando, Florida  32825
United States

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This two-day Customer Service Seminar addresses the challenges facing water utilities in the 21st century. The overall purpose of the seminar is to assist Customer Service Representatives in being responsive to increased customer expectations and expanding global demographics.

Course # 05101537  0.7 CEUs / 14 PDHs

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LEARNING OBJECTIVES

Identify the characteristics of excellent customer service
Describe the main characteristics of effective communication
Describe the four stages of understanding/learning
Identify and practice personal level of listening skills
Apply the 10 tips for a respectful workplace


COURSE 1 Customer Relationship Building

Focuses on communication skills for working with people in a positive, respectful, and cooperative manner characterized by a high level of professionalism and teamwork.

COURSE 2 The Business of Customer Service

Concentrates on the problem-solving and decision-making skills required for evaluating and effectively resolving customer service complaints, both real and perceived. 

COURSE 3 Water Industry Operations and the Vital Importance of Teams

Develops your skills as a member of a high-performance work team. The basic ideas of teamwork are taught with water fundamentals and water conservation as part of the background required for understanding water utility rules, regulations, policies, basic terminology, and operations.

PROGRAM

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