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:

Employees within the customer service, credit, and collections departments of public power utilities.

Related Events:

3 Cs Conference: Customer Service, Credit, and Collections, October 22-24, 2019

Course Overview:

This half-day workshop will focus on:

• Bankruptcy types and what to do if your customer files for bankruptcy
• Creating script guidelines that can be used to build a foundation that works
• Effective collection communication, including strength-positioning phrases
• Understanding personality types
• Identifying tough collection situations
• Maslow’s Hierarchy of Needs and how you can prepare for the tough situations
• The Eight-Step Collection Process
• Overcoming stalls and objections

Course Instructor:

Mark Hasson, Vice President of Compliance and Education, Professional Credit Services

Course Schedule:

Registration will begin at 12:30 p.m. and the class will run from 1 to 4:30 p.m. Lunch and afternoon breaks will be provided.

Course Location and Hotel Information:

Coeur d'Alene Resort 
115 S. 2nd St.
Coeur d'Alene, ID 83816
(855) 703-4648

Room rates: $149 for the North Wing, $169 for the Park Tower, and $199 for the Lake Tower

Please make your reservation before September 11, 2019, to receive these special rates. Mention that you are coming for the NWPPA conference to receive the block rate.

Course Fees:

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 percent 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 three continuing hours. Certificates are issued upon full completion of the course.