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Leveraging Self-Awareness to Navigate Challenging Customer Interactions
Date(s):
June 25 26, 2025
Venue:Idaho Falls Power
Description:Who Should Attend:
Employees in customer-facing roles.
Overview:
In this two-day course, you will discover how to handle tough situations with confidence using the SELF Method—self-awareness, empathy, listening, and flexibility. A major focus is how to effectively manage intensely emotional customer interactions. You will leave with practical tools to manage emotions, improve communication, and create positive outcomes—even in high-pressure situations.
Objectives:
- Strengthen relationships with co-workers, customers, supervisors, friends, family, and acquaintances through better communication.
- Take responsibility for improving teamwork and collaboration to deliver exceptional service.
- Build trust and support within your organization to enhance behind-the-scenes operations that directly impact customer satisfaction.
- De-escalate difficult situations by applying proven strategies to resolve conflicts effectively.
- Address issues customers may become angry about, such as high bills, easements, collections, disconnections, right-of-way issues, timeliness of services, human errors, poor service, and more.
- Identify various behavior patterns and dynamics.
Instructor:
Debra Ballard, Owner, The Ballard Group
Schedule:
Registration will begin at 8:30 a.m. Mountain Time on day one, and the class will run from 8:30 a.m. to 4:30 p.m. both days. Lunch and breaks will be provided.
Location:
Idaho Falls Power
140 S. Capital Ave.
Idaho Falls, Idaho 83402
Suggested Hotels:
Residence Inn Idaho Falls
635 W. Broadway St.
Idaho Falls, ID 83402
(208) 542-0000
SpringHill Suites Idaho Falls
665 River Walk Drive
Idaho Falls, ID 83402
(208) 552-7000
Fees:
Utility Member Early Bird (ends 5/24/2025): $860
Utility Member Standard: $935
Associate Member Early Bird (ends 5/24/2025): $1,290
Associate Member Standard: $1,365
Non-Member Early Bird (ends 5/24/2025): $1,720
Non-Member Standard: $1,795
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:
For webinars, virtual classes, and section meetings: cancellations at least five days prior to the event will receive a full refund; within 1-4 days or no show, the charge will be 100% of the registration fee.
For in-person events: cancellations at least 30 days prior to the event will receive a full refund; within 15-29 days there will be a $100 fee; and within 1-14 days or no show, the charge will be 100% of the registration fee.
When possible, please send a substitute instead of canceling; 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.
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For More Information:
To find out more about this event, or to learn about other events, view the Training and Event Catalog. |
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