Event Profile

3C's Month: If Disney Ran Your Utility: A Deeper Cut

Date(s):
October 28, 2021
Venue:
Online
Description:

Who Should Attend:

Any customer-facing employee in credit, collections, and customer service.

Related Event(s):

3Cs Month, October 4 - 28, 2021

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:

This interactive webinar will highlight Disney-style service strategies and help you adapt those strategies to work for your organization. The course will focus on specific action steps to implement the concepts discussed in the 3C’s Month keynote address on October 5, all in a fun, upbeat, and interactive program.

You will learn how to:

    • Create Disney-Style world-class customer experiences
    • Differentiate customer service vs. customer experience
    • Leverage unique service language and symbols
    • Identify good show vs. bad show guest service approach
    • Understand on stage vs. back stage and its application
    • Utilize service recovery strategies and preserve the relationship

Webinar Recordings:

Webinar recordings can be made available to registrants who are unable to attend live.

Webinar Instructor:

Michael Donnelly, Donnelly Effect, LLC

Webinar Schedule:

The webinar will be held from 9-11 a.m. Pacific Time on October 28, 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.

For More Information:

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