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.
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.
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
Instructor:
Mark Gosvener, Efficiency Services Group
Schedule:
Registration will begin at 8:30 a.m. Pacific Time on the first day, and the class will run from 9:00 a.m. to 4:30 p.m. on both days. Lunch, as well as morning and afternoon breaks, will be provided on both days.
Location:
NWPPA
9817 NE 54th Street
Vancouver, WA, 98662
(360) 254-0109
Suggested Hotels:
Residence Inn By Marriott
411 SE 123rd Ave
Vancouver, WA 98683
Heathman Lodge
7801 NE Greenwood Dr
Vancouver, WA 98662
(360) 254-3100
Ask for the NWPPA rate for 15% off advertised prices.
Fees:
Utility Member Early Bird (ends 1/10/25): $840
Utility Member Standard: $915
Associate Member Early Bird (ends 1/10/25): $1,260
Associate Member Standard: $1,335
Non-member Early Bird (ends 1/10/25): $1,680
Non-member Standard: $1,755
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. To request a refund, please contact us at
registration@nwppa.org or (360) 254-0109.
Continuing Hours:
This course qualifies for 12 continuing hours. Certificates are issued upon full completion of the course.