Customer Service

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.


Who Attends

  • Water utility sector Customer Service Managers/Supervisors
  • Water utility sector Customer Call Center Managers and Reps
  • Community outreach/stakeholder education/public affairs staff
  • Field operations staff who interact with customers and the public
  • Plant and laboratory operations staff who interact with customers

Register by early-price cutoff (3 weeks out*) for the best rates! 

2019 Registration Rates
Non member 
Non member 
Seminar Registration   $495 $695  $545  $745

*See each individual seminar for exact deadline

Cancellation Policy: Cancellations must be received in writing and faxed or mailed to AWWA. Phone cancellations are not accepted. All cancellations postmarked/fax-dated by early deadline will receive a refund, minus a 25% administrative fee. Cancellations post-deadline will not be refunded; however, substitute registrants are welcome, if pre-approved in writing.

Photo and Information Release: By registering for this event, you agree to allow AWWA to use your photo in any AWWA-related publication or website. Registrants may receive show-related and promotional emails from sponsors. AWWA uses a third party for this service, and at no time was your email disclosed to sponsors.


  • 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.


Coming soon!


2020 dates will be announced soon - please check back!







Jim Ginley has worked for nearly 30 years in the municipal water utility sector, including more than 16 years on the headquarters staff of AWWA and more than 12 years as a water utility management and regulatory compliance consultant. 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), including: past chair and a continuing member of the AWWA Strategic Management Practices Committee; member of the AWWA Water Utility Benchmarking Advisory Committee; member of the WEF Utility Management Committee and served as the co-chair of the 2014 AWWA/WEF Utility Management Conference; and created, chaired, and remains a member of the Rocky Mountain AWWA/WEA Joint Utility Management Committee.  Ginley has been published in Journal AWWA, co-authored an AWWA guide book 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.” 

The publication AWWA Focus First on Service: The Voice and Face of Your Utility is available to seminar registrants at a discounted cost of $30 for members (regular price $60) and $50 for nonmembers (regular price $95) and can be added to your seminar registration purchase by checking the Focus First on Service publication option (this is not required for the seminar).


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