Event Profile

3 Cs Conference: Customer Service, Credit, and Collections

October 24 — 26, 2018
Hilton Vancouver Washington
301 West 6th Street
Vancouver, WA 98660 
Not available
This event has a fee


Online registration is currently closed, but spaces are still available. If you would like to attend this event, please call NWPPA at 360-254-0109, and our staff will be happy to help you.

Who Should Attend:

Customer service, credit, and collections managers, supervisors, and employees.

Related Event:

3 Cs Conference Pre-session Class

All Aboard: Supervisors Guide to Onboarding and Their Critical Role of Employee Development , October 23, 2018

Conference Overview:

Join your peers at this annual conference where subject matter experts and utility members share their knowledge about, and experience with, the current key issues in the customer service, credit, and collections arenas. Build relationships with others in your field and take home practical information that you can apply to your work.

Conference Agenda:

    Wednesday, October 24, 2018

    7:30-8:30 a.m. Registration and full breakfast buffet

    8:30-9 a.m. Welcome and opening activity

      Teresa Miller, Planning Committee Chair, Flathead Electric Cooperative

    9-10:15 a.m. Energy Updates: What's happening in the industry?

      Debra Smith, General Manger and Chief Executive Officer, Seattle City Light

    10:15-10:30 a.m. Break

    10:30-11:30 a.m. The Realities of Pre-Pay

      Panelists: Kathy Bollinger, Lead Member Service Representative, Fall River Electric Cooperative; Teresa Miller, Member Service Supervisor, Flathead Electric Cooperative; Amanda Amos, Customer Service Analyst, Cowlitz PUD; Tom DuBos, Regional Business Manager, NISC; and Patty Holton, Territory Manager, SEDC

    11:30 a.m.-Noon Snapshot: What is your utility doing in your community?

    Noon-1 p.m. Lunch

    1-2 p.m. Roundtable discussions

    2-2:15 p.m. Break

    2:15-3:30 p.m. Block Chain/ High Density Load: What is it? What are the impacts?

      Roger Kline, General Manager, Northern Wasco PUD

    3:30-4:15 p.m. Phone Etiquette: How to recognize and act on certain cues

      Mike McClean, Quality Services Manager, Clark Public Utilities


    4:15-4:30 p.m. Door-prize drawings

    5-6 p.m. Networking reception

    Thursday, October 25, 2018

    7:30-8:30 a.m. Full breakfast buffet

    8:30-8:45 a.m. Welcome and Self-care yoga stretching

    8:45-10 a.m. See Me: Strategies and techniques for de-escalation and self-care

      Peggy McCarthy, MBA, Executive Director, National Alliance of Mental Illness – Southwest Washington

    10-10:15 a.m. Break

    10:15-11:15 a.m. Collection Communication: What you can and cannot do

      Mark Hasson, Professional Credit Services


    11:15-11:45 a.m. Social Media and Customer Service

      Joanna Stelzig, Public Relations Manager, Tillamook PUD


    11:45 a.m.-noon Door-prize drawings

    Noon-1 p.m. Lunch

    1-1:15 p.m. Door-prize drawings

    1:15-2:30 p.m. Building a Culture of Civility

      Christie Grassmyer, HR Advisor, SHRM-CP, Associated Industries

    2:30-2:45 p.m. Break

    2:45-3:45 p.m. Roundtable discussions

    3:45-4:45 p.m. Communicating Across Multiple Generations

      Tami Mack, Owner, North Star Leadership Consulting

    4:45-5 p.m. Door-prize drawings

    Friday, October 26, 2018

    7:30-8:30 a.m. Full breakfast buffet

    8:30-9 a.m. Welcome and door-prize drawings

    9-10:30 a.m. Identifying your personal brand/personality styles

      Tami Mack, Owner, North Star Leadership Consulting

    10:30-10:45 a.m. Break

    10:45-11:30 a.m. Wrap up and coronation of new 3 Cs chair

      Teresa Miller, Membership Services Supervisor, Flathead Electric Cooperative, and Dee Anne Wunder, Customer Service Supervisor, Canby Utility

    11:30 a.m. Adjourn

Conference Schedule:

Registration will begin at 8 a.m. on the first day; the conference will run from 8:30 a.m. to 4:30 p.m. on days one and two, and from 8:30 a.m. to noon on day three. Lunch will be provided on days one and two. Morning and afternoon breaks will be provided each day.

Conference Location & Hotel Information:

Note: The Hilton Hotel is currently SOLD OUT. Please use other hotel booking options below when making your reservation.

Hilton Hotel- SOLD OUT
301 W 6th Street
Vancouver, WA 98660
(360) 993-4500

Room rate: $179 for a single/double

Please book your room as soon as possible, but no later than September 22, 2018, to secure this rate. Mention that you are with the Northwest Public Power Association when booking your reservation.

For overnight hotel guests, parking is located in our underground garage at Columbia between 5th and 6th on the east side of the hotel. Self-parking is $18 per day and valet is $23 per day. Overnight guests will need to check into the hotel first to receive a key to access the hotel’s parking garage. Overnight guests may use the short-term parking in front of the hotel when checking in.

Day guests may park at the Vancouver Center Building, which has a Park & Go garage located at 6th Street between Columbia and Washington Streets. Fees are $1.25 per hour.

More details for Vancouver and your upcoming visit can be found here! #discovervanusa

Overflow Hotels:

Comfort Inn & Suites
401 E 13th Street
Vancouver, WA 98660
(360) 696-0411

Red Lion Jantzen Beach
909 N. Hayden Island Dr.
Portland, OR 97217
(503) 283-4466

No rooms have been blocked for these hotels. Please call the hotel or go online to get the best available guestroom rate.

Conference Fees:

Utility Member Early Bird (ends 9/23/2018): $610
Utility Member Standard: $685

Associate Member Early Bird (ends 9/23/2018): $915
Associate Member Standard: $990

Non-member Early Bird (ends 9/23/2018): $1,830
Non-member Standard: $1,905

Cancellation Policy:

Cancellations are accepted, with full refund, if request is made at least 30 days prior to the course. Within 30 days, fees are as follows: 15-29 days, $100; 1-14 days or "no show," 100 percent of registration fee. When possible, please send a substitute instead of canceling. NWPPA does not charge a fee for substitutions.

Continuing Hours:

This course qualifies for 15 continuing hours. Certificates are issued upon full completion of the course.

  • Register Self

Find it on Map

Hilton Vancouver Washington

For More Information:

To find out more about this course, to register, or to learn about other events, view the Training and Event Catalog.

No session information available at this time.

Track information is not available at this time.

Speaker information is not available at this time.