Contact
PNWS Customer Service Certificate Program Instructor
Jacki Masters
General Manager Mt. View-Edgewood Water Company
253.863.7348
jackim@mtvewater.com
PNWS Customer Service Committee Chair
Registration
Tonya Reiss
City of Spokane Water Department
509-625-7847
Treiss@spokanecity.org
PNWS Customer Service Committee Member Local Contact
Ronda Farmer
Spanaway Water Company
253-875-5223
rfarmer@spanaway-water.org
AWWA-PNWS Customer Service Certificate Program
The Business of Customer Service - Course 2
This course examines the role of technology in customer service effectiveness with an emphasis on customer service excellence for both internal and external customers.
March 3, 2016 Thursday 8:30 AM - 4:30 PM
March 4, 2016 Friday 8:30 AM -12:00PM
Class Fee $150
Attendees will receive a course workbook, lunch and refreshments on the first day, and refreshments & snacks only on the second day.
0.7 CEU's in ID & WA
0.9 CEU's in OR
will be awarded for the attendance of the entire class.
Skills learned:
-The business of customer service and customer relationships
-Customer diversity and the water utility market
-Technology and customer service effectiveness
-Assertive responder skills in urgent situations
This course is most effective when there is a good mixture of office and field personnel. We also require that there be representatives from at least 3 different organizations. This ensures that all of the participants interact with a diverse group and receive the most benefit from the class.
Upon completion of the three course series, participants will receive a Customer Service Certificate from the AWWA. Courses do not need to be taken in order.