Confident Customer Service
For Utilities
A Deep Dive into How to Be a Confident Customer Service Employee.
Confident Customer Service is a full-day class designed to engage attendees with interactive exercises and instruction that will give them the knowledge, tools, and, most importantly, the understanding of their mission to make them a confident customer service employee.
During the class, the students will identify who the customer is and the required skills that can be developed. The class will also cover touchpoints between the business and its customers and how these touchpoint opportunities can help address or prevent problems and improve personal interactions. Most importantly, each participant will learn the importance of a strong belief that the company they represent and the product(s) or service(s) they provide are simply the best.
Providing excellent customer service is simply essential to all businesses. Consider these values of excellent customer service:
Increased customer satisfaction: When employees are well-trained, they are more likely to be able to resolve customer issues quickly and efficiently. This can lead to increased customer satisfaction, which can lead to positive word-of-mouth support from your ratepayers.
Reduced costs: When customer issues are resolved quickly and efficiently, it can save utilities money in the long run. Additionally, taking steps to provide proactive customer service can reduce calls, complaints, and walk-in visits by providing valuable information before the customer requests it or even before they know they are going to have a question.
Improved employee morale: When employees feel confident in their ability to provide excellent customer service, they are more likely to be happy in their jobs. This can lead to improved employee morale, higher productivity, and reduced turnover. So, the question is; can and should your utility provide better customer service?
“Very in-depth and informative, Roger touched on a lot of points I had never considered.”
Topics covered include:
The challenge of providing excellent customer service.
Identifying primary and secondary customers.
Types of customer service and support offered.
Communication channels available for your customers and employees.
Reactive vs. proactive support and the value of each.
Tips and tricks to strengthen customer service skills.
Social media monitoring and listening.
Personality awareness.*
Basics of communication and tips for more effective communication.
Dealing with generational differences in communication and expectations.
Employing active listening skills.
Non-verbal communication awareness and why it is important.
De-escalation and dealing with rude customers.
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