Event Profile

Using Empathy to Support Emotional Customers

Date(s):
November 12, 2020
Venue:
Online
Description:

Note:

Thank you for your interest in this event. Registration for this webinar is now closed. For questions or to learn about future opportunities please contact Roy Cevallos at (360) 816-1446 or roy@nwppa.org.

Who Should Attend:

Customer/member service employees and other customer-facing roles.

Webinar Overview:

Increasingly, utility customer service employees are faced with difficult conversations, often with emotional customers. Learn how to effectively manage intense emotional customer interactions using empathy and viewing conflict from a different point of view. Attendees will leave with a four-step proven method for controlling their own emotions so that they can lead emotionally distraught – even abusive – customers to a more reasonable state of mind. Topics covered include an exploration of the dynamics of emotional behavior, the various patterns of aggressive/assertive behavior, and how to use your voice and word-choice to help defuse tension or hostility.

Webinar Instructor:

Debra Ballard, The Ballard Group

Webinar Schedule:

The webinar will be held from 10-11:30 a.m. Pacific Time. Attendees will be admitted 15 minutes before the webinar begins. A recording will be available for attendees after the webinar.

How to Participate:

Instructions will be emailed to attendees 12 hours before 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:

Individual Attendee Registration:

    Utility Member Rate: $90
    Associate Member Rate: $135
    Non-member Rate: $270

Unlimited Attendee Registration*:

    Utility Member Rate: $225
    Associate Member Rate: $340

*If your organization would like to send multiple attendees to this event, please contact Roy Cevallos at (360) 816-1446 or roy@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% 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 1.5 continuing hours. Certificates are issued upon full completion of the course.

For More Information:

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