The VA AWWA Customer Service Committee proudly presents
Customer Service Excellence for Utilities
• The value of water (and wastewater) as a public good. Because understanding the “why” fuels the “how”.
• Universal principles of exceptional utility customer service and professional conduct. Tried-and-true strategies that apply across the board.
• Mastering customer service strategies, especially in those 'challenging' situations. We'll equip participants with tools to turn tricky moments into triumphs.
• Practical tips and tricks for creating consistently positive customer interactions. Leaving participants not just informed but genuinely jazzed to apply new insights.
The Customer Service Excellence program utilizes a dynamic blend of direct instruction, lively group discussions fueled by shared experiences, and hands-on exercises to foster professional development and truly embed learning.
NOTE: This program will be repeated back-to-back in Fairfax and Newport News. Please double check that you are signing up for your preferred location.
💧Focus Areas and Learning Objectives
- Attributes of outstanding customer service
- The foundation of outstanding customer service: knowledge, attitude, and communication
- Customer service strategies: common and challenging customer service interactions
- Practice appropriate communications that are supportive of outstanding customer service
- Demonstrate appropriate responses to common customer interactions and escalated situations−from greeting to follow-through
- Identify opportunities for personal improvement to provide outstanding customer service
This program is designed for anyone working in local government or utilities who wants to enhance their customer service skills. While this program is tailored to those in customer service roles, the insights and techniques offered are valuable for all employees - particularly those who have direct or indirect interactions with customers. Whether participants are handling inquiries at the front desk, managing service requests in the field, supervising staff or supporting operations behind the scenes, this course will equip them with the tools to provide outstanding customer service and build stronger relationships.
💧Schedule - Subject to Changes
10:00 Check-In and Networking
- Session I
- Complimentary Lunch- Sponsored by Core & Main
- Session II
3:00 Adjourn
💧Rates
- AWWA Member Rate- $50
- Non-Member Rate- $75
💧Your Facilitator
- Jennifer Teal, Raftelis
💧4 Continuing Education Credits
Cancellations:
Please view our Cancellation and Refund policy.
Thank you to Core & Main for sponsoring our lunch!
For more information about their services, contact Charles Dye:
For more information about their services, contact Charles Dye:
804-240-3303
Cynthia Barnes
cynthia.barnes@vaawwa.org
434.238.5131
L
Laurie Abrams
labrams@raftelis.com