Note:

This class is currently full. If you would like to be added to a wait list, please contact Gail Patterson at 360-816-1450 or gail@nwppa.org.

Who Should Attend:

Customer-facing employees.

Related Event(s):

Develop a Professional Telephone Image , June 16, 2021

These two classes are related and we encourage members to register for both, but neither is a prerequisite for the other.

Webinar Overview:

Communicating effectively with customers can sometimes be like walking on eggshells because of the sensitive nature of some business transactions such as overdue payments or perceived billing errors. This webinar focuses on how you can avoid the most frequent communication gaffes committed by utility personnel, and how you can alter a customer's negative interpretation with effective phrasing. Emphasis for this program is on proper message construction when dealing with potentially emotional situations.

Learning Objectives:

• Learn to phrase answers to tough questions in a way that reflects concern and a positive service attitude
• Become more aware of the power behind words and the manner in which they are used

Webinar Recordings:

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

Webinar Instructor:

Debra Ballard, Ballard Group

Webinar Schedule:

The webinar will be held on June 23 from 2-4 p.m. Pacific Time. 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.