Note:

This event has been cancelled. For questions or to find out about future training opportunities, please contact Roy Cevallos at (360) 816-1446 or roy@nwppa.org.

Who Should Attend:

Employees within the customer service, credit, and collections departments of public power utilities.

Course Overview:

This class provides an overview of business issues which relate to collection processes and service disconnects. Class discussion will be prominently featured so that attendees can share their utility’s processes and learn from others. It will highlight skills to position the utility in a positive manner during a possible negative customer interaction. It also includes case studies of actual and potential customer situations that could have significant negative impact on your utility, including legal action. This class will encourage a review of current procedures and past performance to prevent or reduce the number of potentially negative factors in processes.

Course Objectives:

• How to prevent collections problems from the first contact with a customer so that collections and disconnects are minimized
• How to deal more effectively with the difficult emotions that sometimes accompany the collection process
• An understanding of the rights consumers have under federal and state laws and regulations
• Tips and techniques designed to maximize the effectiveness of the communication process regarding cutoffs and past-due bill collections
• How to modify policies and procedures for mitigating the effects of this issue

Course Instructor:

Debra Ballard, Continuum Education + Training

Course Schedule:

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

Course Location and Hotel Information:

Hilton Anchorage
500 West Third Avenue 
Anchorage, AK 99501
(907) 272-7411 

Room rate: $139 for a single/double

Please book your room as soon as possible, but no later than October 3, 2020, to secure this rate. Mention that you are coming in with the NWPPA group when booking your reservation.

Course Fees:

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.