Who Should Attend:
Any customer-facing employee in credit, collections, and customer service.
Related Event(s):
3Cs Month, October 4 - 28, 2021
Inclusive Customer Service, October 20, 2021 (Option 2)
In lieu of an in-person 3C’s conference this year, NWPPA will hold a 3C’s Month in October filled with a robust offering of popular NWPPA courses that we have run in the past as well as brand new content, all delivered as webinars!
Webinar Overview:
Customer service is critical to the utility industry. In order to assist customers in the best possible way, you must learn how to incorporate inclusive customer service and minimize interference from the unconscious bias all humans possess. In this engaging and interactive workshop, you will explore how your unconscious biases affect your customer service abilities and interactions. You will learn to look inward to develop the skills necessary to overcome unconscious biases in the workplace and assist your customers in the most effective and helpful way possible.
Learning Objectives:
• Understand the concept of unconscious bias
• Identify some personal unconscious biases
• Recognize that inclusion is a journey and not a destination
• Commit to serving all customers well
Webinar Recordings:
Webinar recordings can be made available to registrants who are unable to attend live.
Webinar Instructor:
Carolina Selva, CS
Webinar Schedule:
The webinar will be held from 9-10:30 a.m. Pacific Time on October 6, 2021. Attendees will be admitted 15 minutes before the webinar begins.
How to Participate:
Instructions will be emailed to attendees within 12 hours of the webinar and we recommend that you test the link to the meeting as soon as you get the instructions. The webinar is best viewed using Chrome as your browser. We recommend that you use a landline for both your phone and your internet connections.
This registration is for one person to attend. We manage our webinars on an honor-system basis; if more than one person from a utility wishes to attend, each is to register separately.
Webinar Fees:
Utility Member Rate: $90
Associate Member Rate: $135
Non-Member Rate: $270
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 and virtual classes, if the request is made at least five days prior to the course, then 100% of the registration fee will be refunded.
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. When possible, please send a substitute instead of canceling because NWPPA does not charge a fee for substitutions.
Continuing Hours:
This course qualifies for two continuing hours. Certificates are issued upon full completion of the course.