Note:
This event has been postponed. For questions or to find out about future training opportunities, please contact Mike Hyatt-Evenson at (360) 816-1445 or mike@nwppa.org.
Who Should Attend:
All utility employees can benefit from this course, especially those who interact with customers or have the need to explain residential home energy consumption.
Course Overview:
The electric utility industry is undergoing dramatic changes and customers’ expectations of their utility are
increasing. Your customers now expect you to be an energy expert!
This class will review the changes in our industry and the strategic role utility employees play in developing
strong relationships with, and gaining loyalty from, their customers.
During this two-day class, you will learn important principles to help you better understand energy use; the
equipment that uses energy in customer homes; what does and does not cause high bills; and the proper approach to addressing your customer’s questions and concerns regarding their energy use. Numerous energy myths will also be unmasked.
Whether you have worked for a utility for 30 days or 30 years, your energy expertise will increase by the end of this class. You will also learn how high-bill inquiries (complaints) can be used to actually strengthen your relationships. This information is especially helpful during peak energy consumption seasons.
Course Objectives:
During this class, you will learn about:
- Major industry changes and challenges facing electric utilities
- Your strategic role as a utility employee
- Electricity: what it does and how residential equipment uses it
- Consumer behavior that impacts usage
- Energy myths that generate misinformation
- Effective approaches to resolving high-bill inquiries
- Utility programs and services that can meet customer needs
Course Instructor:
Mark Gosvener, Efficiency Services Group
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 on both days.
Course Location and Hotel Information:
Courtyard by Marriott at Columbia Point
480 Columbia Point Drive
Richland, WA 99352
509-942-9400
Room rate: $139 for a single/double
Please book your room as soon as possible, but no later than April 19, 2020, to secure this rate. Mention that you are coming in with the NWPPA group when booking your reservation.
Course Fees:
Utility Member Early Bird (ends 4/19/2020): $710
Utility Member Standard: $785
Associate Member Early Bird (ends 4/19/2020): $1,065
Associate Member Standard: $1,140
Non-member Early Bird (ends 4/19/2020): $2,130
Non-member Standard: $2,205
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.