Customer Service

Cancelled - the April 2020 seminar in Pennsylvania has been cancelled. 

This two-day Customer Service Seminar addresses the challenges facing water utilities in the 21st century. The overall purpose of the seminar is to assist customer service representatives in being responsive to increased customer expectations and expanding global demographics.

Cancellation Notice

As the coronavirus pandemic unfolds, AWWA has made the difficult decision to cancel the April 2020 Seminar in Allentown, Pennsylvania.

If applicable, please cancel your hotel and airfare as soon as possible. Many airlines are offering concessions in light of travel concerns associated with COVID-19.

Regarding your seminar registration, we are happy to transfer your full amount paid as a credit towards a future AWWA conference or training (webinar, eLearning, seminar, etc.) of your choice (excluding Membrane). This does include ACE20 in Orlando, June 14-17. 

We understand that obtaining your CEU’s is extremely important and want to ensure you have opportunities to achieve your goal. We invite you to visit AWWA's future event schedule, eLearning courses and webinar opportunities.

Please email requests to our customer service team and they will assist and transfer your full amount paid as a credit or refund. Email to or fax requests to 303.347.0804.

These are unprecedented and unpredictable circumstances and we greatly appreciate your patience and support. Thank you for your participation in AWWA activities and your commitment to our shared mission of protecting public health through safe and sustainable water.


  • Identify the characteristics of excellent customer service
  • Describe the main characteristics of effective communication
  • Describe the four stages of understanding/learning
  • Identify and practice personal level of listening skills
  • Apply the 10 tips for a respectful workplace

COURSE 1 | Customer Relationship Building
Focuses on communication skills for working with people in a positive, respectful, and cooperative manner characterized by a high level of professionalism and teamwork.

COURSE 2 | The Business of Customer Service
Concentrates on the problem-solving and decision-making skills required for evaluating and effectively resolving customer service complaints, both real and perceived. 

COURSE 3 | Water Industry Operations and the Vital Importance of Teams
Develops your skills as a member of a high-performance work team. The basic ideas of teamwork are taught with water fundamentals and water conservation as part of the background required for understanding water utility rules, regulations, policies, basic terminology, and operations.


2020 Coming Soon!

Virtual delivery of this seminar is being planned. Please check back in August 2020 for additional details. 

Jim Ginley is an independent management consultant with more than 32 years of experience in the municipal water sector, including more than 16 years on the headquarters staff of the Denver-based American Water Works Association (AWWA) and more than 15 years as a utility management and regulatory compliance consultant. His areas of expertise include strategic planning, organizational assessments, benchmarking, and performance improvement, as well as workshop and focus group facilitation and training. He has a broad-based background that touches all areas of the public water sector, from regulations and training, to operations and management of municipal and privately-owned water and wastewater agencies, both in North America and overseas. 

Ginley is active in both the American Water Works Association (AWWA) and the Water Environment Federation (WEF). He has been published in Journal AWWA, co-authored an AWWA guidebook on the AWWA/ANSI Utility Management System Standard (G-400), and authored a chapter in an award-winning water sector anthology, “Damned if We Don’t: Ideas for Accelerating Change around Water. His education includes both a BA in Biology from Kenyon College (Gambier, OH) and a Master of Environmental Management (MEM) from Duke University (Durham, NC).


For questions regarding registration, lodging or general conference questions, please contact the Conferences and Events Group.