Event Profile

3 Cs Conference: Customer Service, Credit, and Collections

October 22 — 24, 2019
Coeur d'Alene Resort
115 S. 2nd St.
Coeur d'Alene, ID 83816 



Who Should Attend:

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

Related Event:

3 Cs Post-Conference Class: Working in Collections and Managing Difficult Situations, October 24, 2019

Conference Overview:

Throughout the conference you will hear subject matter experts and utility members share their knowledge and experience on current key issues in the customer service and credit/collections arenas. In 2019 we will gather in Coeur d’Alene, Idaho, where you will build relations with others in your field and have fun at the evening networking reception and optional dinner outing. There will also be a half-day post-conference workshop on bankruptcy and collections held on October 24 in the afternoon. Separate registration will be required (lunch included). Please check back for further details as the agenda and program are developed.

Conference Agenda:

    Tuesday, October 22

    12:30-1 p.m. Registration

    1-1:15 p.m. Welcome to the 2019s 3Cs Conference

      Dee Anne Wunder, 2019 Committee Chair, Customer Service Supervisor, Canby Utility (Ore.)

    1:15-2:15 p.m. Exemplary Customer Service: A Need, not a Want

      Scott Peters, CEO, Columbia REA

    2:15-2:30 Break

    2:30-4 p.m. Creating an Inclusive Customer Experience

      Carolina Selva, Owner, CS

    4-4:45 p.m. Roundtable discussions

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

    5-6 p.m. Networking reception

    Wednesday, October 23

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

    8:30-9:30 a.m. Panel: Social Media and Customer Service

      Panelists: Sheena Stricker, Manager of Member Services, Fall River Electric Cooperative; Joel Myer, Public Information & Gov’t Relations Manager, Mason County PUD #3; Jodie Thomas, Content Creator & Graphic Designer, Umatilla Electric Cooperative; and Brenda Dunn, Associate Editor/Advertising Coordinator, NWPPA

    9:30-10:30 a.m. Roundtable discussions

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

    10:45-11:15 a.m. Cybersecurity 101

      Brendan Johnson, Database Administrator, Columbia REA

    11:15 a.m.-noon Energy Updates: This is Not Your Father's Oldsmobile

      Mark Gosvener, Chief Operating Officer, Efficiency Services Group

    Noon-1 p.m. Lunch

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

    1:15-2:15 p.m. PrePay: How to Help Your Customer See the Benefits

      Mike Crumbaker, Vice President of Metering, General Pacific

    2:15-2:30 p.m. Break

    2:30-3:30 p.m. Roundtable discussions

    3:30-4:45 p.m. Poverty and the Challenges That Low-Income Consumers Face

      Carol Weltz, Director of Community Action, SNAP of Spokane, Wash.

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

    5:30 p.m. Optional dinner outings

    Thursday, October 24

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

    8:30-8:45 a.m. Learning on Demand demo and door-prize drawings

    8:45-9:15a.m. Identity Theft and Your Utility: A Red Flag Refresher

      Chris Manning, National Account Executive, Online Utility Exchange

    9:15-9:30 a.m. Break

    9:30-11 a.m. Lead with Synergy

      Carolina Selva, Owner, CS

    11-11:30 a.m. Wrap up and invitation to the 2020 3Cs Conference

      Dee Anne Wunder, 2019 Committee Chair, Canby Utility; and Kelsey Lepinski, 2020 Committee Chair, Wasco Electric Cooperative

    11:30 a.m. Adjourn

Conference Schedule:

Registration will begin at 12:30 p.m. on the first day; the conference will run from 1 to 4:30 p.m. on day one, from 8:30 a.m. to 4:30 p.m. on day two, and from 8:30 a.m. to noon on day three. Lunch will be provided on day two; morning and afternoon breaks will be provided all three days.

Conference Location & Hotel Information:

Coeur d'Alene Resort 
115 S. 2nd St.
Coeur d'Alene, ID 83816
(855) 703-4648

Room rate: $149 North Wing, $169 Park tower, $199 Lake Tower

Please make your reservations before September 11, 2019, to receive these special rates. Mention that you are coming for the NWPPA conference to receive the block rate.

Airport Transportation

The Coeur d’Alene currently provides six-passenger LimoVan service to and from the Spokane International Airport. This service is available with 48-hour advanced reservations. The current fee is $69 per person, round trip. Please contact The Resort's transportation department for scheduling at (208) 765-4000.


The Coeur d’Alene provides controlled, covered on-site parking. The current fee is $18 per every 24-hour period. Valet services are also offered at $22/day.

Conference Fees:

Utility Member Early Bird (ends 9/21/2019): $530
Utility Member Standard: $605

Associate Member Early Bird (ends 9/21/2019): $795
Associate Member Standard: $870

Non-member Early Bird (ends 9/21/2019): $1,590
Non-member Standard: $1,665

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

Find it on Map

Coeur d'Alene Resort

For More Information:

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