Who Should Attend:
Any customer-facing employee in credit, collections, and customer service.
Some courses may have multiple date options for scheduling flexibility.
Collections and Disconnects, October 4, 2021, 2-3:30pm
3C's Month Keynote: If Disney Ran Your Utility, October 5, 2021, 10-11am*
Customer Service Fundamentals, October 5, 2021, 2-4pm (Option 1)
Inclusive Customer Service, October 6, 2021, 9-10:30am (Option 1)
Microsoft Office Essentials Webinar Series: Fast Start to OneNote, October 6, 2021, 1-3pm
Bankruptcy 101, October 7, 2021, 10-12pm (Option 1)
Microsoft Office Essentials Webinar Series: Reuse Microsoft Content the Right Way , October 7, 2021, 1-3pm
Bankruptcy 101, October 11, 2021, 2-4pm (Option 2)
Preparing for the Unthinkable: What to Do if Violence Enters the Workplace, October 12, 2021, 10-11am (Option 1)
Discover Your Significance Assessment, October 12, 2021, 1:30-3pm (Option 1)
Mindfulness in Customer Service, October 13, 2021, 2-3:30pm (Option 1)
Communicating with the Written Word, October 14, 2021, 10-12pm
Customer Service on the Phone, October 14, 2021, 2-4pm
Customer Service Fundamentals, October 18, 2021, 2-4pm (Option 2)
Platinum Rule in Customer Service, October 19, 2021, 9-10:30am (Option 1)
Preparing for the Unthinkable: What to Do if Violence Enters the Workplace, October 20, 2021, 11-12pm (Option 2)
Inclusive Customer Service, October 20, 2021, 2-3:30pm (Option 2)
Mindfulness in Customer Service, October 21, 2021, 9-10:30am (Option 2)
Moving from Customer Service to Customer Experience, October 25, 2021, 2-4pm
Microsoft Office Essentials Webinar Series: Lean Outlook - Simplify and Get More Done, October 26-27, 2021, 1-3pm
Red Flag Rules for Front-Line Employees, October 26, 2021, 9-11am
Platinum Rule in Customer Service, October 27, 2021, 9-10:30am (Option 2)
If Disney Ran Your Utility: A Deeper Cut, October 28, 2021, 9-11am
Discover Your Significance Assessment, October 28, 2021, 1:30-3pm (Option 2)
In lieu of an in-person 3C’s conference this year, NWPPA will hold a 3C’s Month in October filled with a robust offering of popular NWPPA courses that we have run in the past as well as brand new content, all delivered as webinars!
While we would love to hold these events in person, we are taking advantage of the virtual experience to be as accommodating to team coverage schedules as much as possible and therefore making the content accessible to whole teams, not just those individuals that have the opportunity to travel to events.
We are holding courses Monday-Thursday in the morning and afternoon, keeping the course times to two hours or less, offering some courses twice during the month, and recording every webinar for those that cannot attend during the scheduled time. The recordings will be available for viewing until the end of the year in hopes it will give teams plenty of time to participate.
Speaking of teams, we are offering our popular group pricing discount where every fifth registration from an organization is free.
Register only for select courses by clicking on the titles above, or take advantage of a deep discount by registering for the entire series. A swag bag will be sent to everyone who registers for the entire series.
In 1955, Walt Disney knew that consistent and outstanding customer experiences could
lift his organization to greatness. His inspirational leadership created a deep emotional
connection with his guests and cast members that endure to this day. This hyper focus on customer experience can be applied to other businesses, not just entertainment organizations.
Join Michael Donnelly, CEO of Donnelly Effect, LLC, for this special 3C’s Month keynote address to learn Disney-style strategies that inspire every employee to learn, care, and deliver
customer experiences worthy of your utility’s brand.
You will learn how to:
• Create Disney-Style world-class customer experiences
• Differentiate customer service vs. customer experience
• Leverage unique service language and symbols
• Identify good show vs. bad show guest service approach
• Understand on stage vs. back stage and its application
• Utilize service recovery strategies and preserve the relationship
*Keynote address is an exclusive bonus event for registrants of the entire 3C's Month.
Webinar recordings can be made available to registrants who are unable to attend live.
These webinars will be held October 4-October 28, 2021, at various times.
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.
Utility Member Rate: $630
Associate Member Rate: $945
Non-Member Rate: $1,890
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.
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.