Event Profile

Handling High Bill Inquiries

December 16, 2020
Vancouver, WA 98662 

Who Should Attend:

Customer/member service representatives, energy service representatives, and others in customer-facing roles.

Related Events:

Helping Customers Understand Energy Usage and Conservation Measures, November 18

Webinar Overview:

High bills are the number one concern or complaint of all utility customers. As a result, when consumers come calling with these concerns, it is the biggest opportunity that the utility has to serve, to assist, and to educate these customers. It is also one of the biggest challenges.

Because they deal with so many of these types of complaints, some customer/member service representatives can become almost robotic in their responses and may serve with a lackadaisical or jaded approach at times. For all the information available to the general public, most people are still highly biased against the utility, feeling that it is the utility’s fault that their bill is so high and not taking any responsibility for their usage. This can lead to a certain amount of defensiveness on the part of the utility’s employees as well. Join Debra Ballard to learn strategies to approach this difficult subject, avoid complacency, and better serve your customers in understanding their bill.

Upon successful completion of this course, attendees will:

  • Be able to look at these types of complaints in a different light by understanding the human dimension to the complaint.
  • Have a strong understanding of the reactions that customers have, the level of customer knowledge, the results that customers want, and how to help them achieve those results.
  • Be better equipped to respond to high bill complaints

Webinar Recordings:

This webinar will be recorded. Registrants will be emailed a copy of the recording after the webinar.

Webinar Instructor:

Debra Ballard, The Ballard Group

Webinar Schedule:

The webinar will be held from 2-3:30 p.m. Pacific Time. Attendees will be admitted 15 minutes before the webinar begins.

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.

Webinar Fees:

Individual Attendee Registration:

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

Group Registration (up to four attendees)*:

    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 one continuing hour. Certificates are issued upon full completion of the course.

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For More Information:

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