Note:

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:

Anyone who wants to increase his or her communication skills to be more effective working with both internal and external customers.

Related Webinars:

This is a three-part series of webinars on communication skills. You may register for each one separately or for all three at a discounted price.

Communication Tune-up Webinar Series: All Three Sessions (includes discount), February 19-April 16, 2019

Communication Tune-up Webinar Series: Communications across Generations, February 19, 2019

Communication Tune-up Webinar Series: Listening for Success, April 16, 2019

Webinar Overview:

This webinar focuses specifically on working with your customers by phone. During this session, you will identify what is most important about your skills on the phone and focus on ways to engage your customer within the first few seconds of the call. It will also give you skills that will help you with your telephone etiquette and the way in which you phrase your responses.

The instructor will take you through various scenarios as examples of how to handle issues that come up during phone conversations. In the end, you will gain some great skills that will help you become a telephone customer service pro!

Webinar Objectives:

• Appropriate phone etiquette to use with customers
• The do's and don'ts of customer communication
• Key statements to use with customers
• The effects that different types of language have on the results you need

Webinar Instructor:

Tami Mack, North Star Leadership Consulting

Webinar Schedule:

Each webinar will be held from 2-3:30 p.m. Pacific Time. Attendees will be admitted 15 minutes before each webinar begins. The webinars are only available live; no recordings will be made available.

How to Participate:

Instructions will be emailed to attendees 24 hours before each webinar and we recommend that you test the link to the meeting as soon as you get the instructions. Webinars are best viewed using Internet Explorer as your browser. We recommend that you use a landline for both your phone and your internet connection.

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:

Individual Attendee Registration:

This webinar:
Utility and Associate Member Rate: $75
Non-member Rate: $215

All three webinars:
Utility and Associate Member Rate: $190

(Please visit Communication Tune-up Webinar Series: All Three Sessions to register for the complete series and receive the discounted rate.)

Unlimited Attendee Registration*:

This webinar:
Utility and Associate Member Rate: $180

All three webinars:
Utility and Associate Member Rate: $460

(Please visit Communication Tune-up Webinar Series: All Three Sessions to register for the complete series and receive the discounted rate.)

*If your organization would like to send multiple attendees to this webinar or the full series, please contact Taryn Johnson at (360) 816-1446 or taryn@nwppa.org for further details.

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 one continuing hour. Certificates are issued upon full completion of the course.