Customer Service Virtual Lunch & Learn Seminar
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10/5/2020 to 10/8/2020
When: 11:00 AM
Where: Virtual
United States
Contact: Erin Carpenter

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Customer Service Virtual Lunch & Learn Seminar

October 5-8, 2020

11:00 a.m.-1:00 p.m.





Click HERE to download registration form



$20 per day or $60 for the entire week, deadline to register is 9/25/2020



Continuing Education: Coming soon!



Webinar CEU Requirements:

The following guidelines apply when a webinar is approved for CEU’s
  • No partial credit will be given. You must attend BOTH three hour sessions to receive the full 6 hours of credit
  • Attendees must pre-register and provide a valid certification number issued by the NCWPCSOCC, NCWTFOB or NC Professional Engineers.
  • Each attendee must be logged into a separate computer so that their participation may be accurately tracked.
  • Attendees must be logged in at the beginning and must remain logged in through the end of the session. Attendees must promptly respond to brief quizzes that appear randomly throughout the webinar.
  • After the webinar, NC AWWA-WEA staff will email CEU documentation to attendees meeting the CEU requirements. Reports will also be sent to the appropriate certification boards.
  • NC AWWA-WEA will report all cases of fraudulent attendance to the appropriate licensing boards.
  • Inability to complete CEU requirements due to technical difficulties will result in no CEU’s being issued. 


Tentative Agenda:


Day & Time Slot



Monday, October 5th 11:00 – 11:15

Welcome and Announcements

Monday, October 5th 11:15 – 1:00

Customer Service Policies Roundtable

Wes Sims (Aqua), Crystal Harris (Durham)

Nora Cowen (Winston-Salem Forsyth), Denise Battle (OWASA), Steve Miller (Charlotte Water), Colleen Sicley (GUC), Tom Roberts (EFC) moderator

Tuesday, October 6th 11:00 – 12:00

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

Chip Harris, Westin Technology Solutions

Tuesday, October 6th 12:00 – 1:00

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

Heidi Hackett (Durham), Lead Facilitator

Wednesday, October 7th 11:00 – 12:00

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

Gary Sanders, Edmunds GovTech

Wednesday, October 7th 12:00 – 1:00

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

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

Emily Garner, Greenville Utilities PIO (social media)

Thursday, October 8th 11:00 – 12:00

Affordability – Approaches to Helping Customers with their Bills

Shadi Eskaf, UNC Environmental Finance Center, Heidi Hackett (Durham), Gregory Jenkins, Town of Cary

Thursday, October 8th 12:00 – 1:00

Taking Care of your CSR’s

Colleen Sicley, Greenville Utilities

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