Customer Service Management Seminar
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 Export to Your Calendar 5/7/2019
When: Tuesday, May 7, 2018
8-5
Where: Map this event »
The Conference Center at GTCC
7908 Leabourne Rd
Colfax, North Carolina  27235
United States
Contact: Jennifer Port Picarella
919-784-9030, ext. 1000


Online registration is available until: 4/26/2019
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Customer Service Management Seminar

Tuesday, May 7, 2019

The Conference Center at GTCC, Colfax, NC

 

Purpose:

This will be a full-day seminar with topics and format developed by the NC AWWA Utility Management Committee.  The agenda and speakers have been selected for topics of particular operational interest to NC utilities.  The format is designed for participant engagement including a roundtable discussion with participant Q&A, and a break out session for participants to brainstorm customer service challenges and solutions.  For clarification, this is not related to the two-day Customer Service seminar offered by AWWA.  Topics include:

  • Customer Service Policies Roundtable Discussion – including delinquency/payment plans, affordability, managing customer sensitive data
  • Communicating with Your Customers – portals, social media, emergency notifications
  • Customer Service Technology in the Field – Challenges and Opportunities with AMR/AMI and Mobile Workforce
  • Changing or Upgrading Your Billing System – Minimizing the Pain of Change while Improving Customer Service
  • Handling Difficult Customer Situations – Breakout sessions with participant brainstorming and sharing
  • Taking Care of your CSR’s – understanding CSR challenges and teambuilding to meet those challenges

 

Continuing Education:

  • PROFESSIONAL ENGINEERS: This course is approved for 6.0 PDH’s.

 

Price:

Registration (through 4/8/19): $150 (member), $185 (employee of utility member), $225 (non-member).

 

Registration:

Download printable registration form HERE.

Pre-registration ends and the late registration fee applies after 4/8/19. When it is available, only onsite registration will be accepted after 4/26/19. If you plan to register onsite, call the day before the seminar to determine availability.      

 

Tentative Agenda:

Time Slot

Topic

Speaker

7:30-8:30

Registration

8:30-8:45

Welcome and Announcements

Various

8:45-9:45

Customer Service Policies Roundtable

Wes Sims (Aqua), Crystal Harris (Durham)

Mike Koivisto (Forsyth), Denise Battle (OWASA), Steve Miller (Charlotte Water), Shadi Eskaf (EFC), Colleen Sicley (GUC), Tom Roberts (EFC) moderator

9:45-10:00

Break and Networking

10:00-11:00

Changing or Upgrading Your Billing System – Minimizing the Pain of Change while Improving Customer Service

Chip Harris, Westin Technology Solutions

11:00-12:00

Customer Service Technology in the Field – Challenges and Opportunities with AMR/AMI and Mobile Workforce

Gary Sanders, Logic Solutions

12:00-1:00

Lunch

Affordability – Approaches to Helping Customers with their bills, Shadi Eskaf

1:00-2:00

Handling Difficult Customer Situations – Breakout sessions with participant brainstorming and sharing

Heidi Hackett (Durham), Lead Facilitator

2:00-3:00

Communicating with Your Customers – portals, social media, emergency notifications

Town of Cary (AMI portal, payments, social media)

Emily Garner, Greenville Utilities PIO (social media)

3:00-3:15

Break and Networking

3:15-4:15

Taking Care of your CSR’s

Colleen Sicley, Greenville Utilities

4:15

End

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