Event Profile

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Who Should Attend:

All utility employees can benefit from this course, especially those who interact with customers/members or have the need to explain residential home energy consumption.

Overview:

The electric utility industry is undergoing dramatic changes, and customers/members' expectations of their utility are increasing. Your consumers now expect you to be an energy expert!

This class will review the changes in our industry and the strategic role utility employees play in developing strong relationships with, and gaining loyalty from, their consumers.

During this two-day class, you will learn important principles to help you better understand energy use; the equipment that uses energy in homes; what does and does not cause high bills; and the proper approach to addressing questions and concerns regarding energy use. Numerous energy myths will also be unmasked.

Whether you have worked for a utility for 30 days or 30 years, your energy expertise will increase by the end of this class. You will also learn how high-bill inquiries (complaints) can be used to actually strengthen your relationships. This information is especially helpful during peak energy consumption seasons.

Objectives:

During this class, you will learn about:

• Major industry changes and challenges facing electric utilities
• Your strategic role as a utility employee
• Electricity: what it does and how residential equipment uses it
• Consumer behavior that impacts usage
• Energy myths that generate misinformation
• Effective approaches to resolving high-bill inquiries
• Utility programs and services that can meet consumer needs

Instructor:

Mark Gosvener, Efficiency Services Group

Schedule:

Registration will begin at 8:30 a.m. Pacific Time on the first day, and the class will run from 9 a.m. to 4:30 p.m. on both days. Lunch, as well as morning and afternoon breaks, will be provided on both days.

Location:

Please book your room here as soon as possible, but no later than Feb. 9, 2026.

Fees:

Utility Member Early Bird (ends 1/10/26): $1,060  
Utility Member Standard: $1,160  

Associate Member Early Bird (ends 1/10/26): $1,590  
Associate Member Standard: $1,690  

Non-Member Early Bird (ends 1/10/26): $2,120  
Non-Member Standard: $2,220

Note: Organizations that register a group of employees will receive every fifth registration for free. For example, if you register five employees, you only pay for four; register 10 employees, you only pay for eight; and so on. There is nothing additional you need to do to receive this discount.

Cancellation Policy:

Cancellations are accepted with a full refund as follows:

For webinars, virtual classes, and section meetings, cancellations made at least five days prior to the event will receive a full refund; within 1-4 days or no show, the charge will be 100% of the registration fee.

For in-person events, the following fee structure applies: cancellation at least 30 days prior to the event, full refund; within 15-29 days, $100 fee; and within 1-14 days or no show, 100% of the registration fee.

Continuing Hours:

This course qualifies for 12 continuing hours. Certificates are issued upon full completion of the course.