This program provides your organization with a toolkit to complete on-site, face-to-face training for any number of employees. With training on demand, you can choose where and when to conduct the training, using our professional Customer Service Certificate Program curriculum. By assigning a facilitator from within your organization, you will reduce training travel costs for your employees and improve your employees’ productivity and level of customer service expertise for the industry!
This training is intended to be delivered face-to-face, with a trainer of your selection. We recommend you select an individual with professional training, instructional or teaching experience.
* Additional Guides can be purchased separately if needed. (Each package includes (1) Facilitator Guide per course and (10) Participate Guides).
** Additional copies can be purchased through AWWA's Store.
The course, Customer Relationship Building,addresses the skills necessary to provide excellent customer service to internal and external customers. The course begins with identifying the characteristics of excellent customer service through excellent communication skills. Building an awareness and appreciation for diversity and inclusion is vital in the community and workplace. The course then provides you with an increased self-awareness of your listening skills, as well as tools to use when working with challenging customers
Course 1 Agenda (pdf)
Chapter 1: Communication Skills
Chapter 2: Diversity and Inclusion
Chapter 3: Listening Skills
Chapter 4: Customer Service in Action
Chapter 5: Working with Challenging Customers
The Business of Customer Service, emphasizes teamwork skills as necessary to providing excellent customer service to internal and external customers. Understanding the importance of the customer service cycle and the CSR's role adds to the effectiveness of the team.Terms, definitions and/ or processes common to all customer service organizations are discussed for a broad understanding of how technology is applied to create a more efficient environment. Professionalism, attitude, and stress management are critical skills that define an effective CSR and are presented to aid attendees' professional growth.
Course 2 Agenda (pdf)
Chapter 1: Teamwork
Chapter 2: People, Processes, and Technology
Chapter 3: A Professional Attitude
Chapter 4: Personality Types
Utility Industry Operations is designed to emphasize your understanding of your role as a member of the larger community of water industry professionals who are serving the public by working for water utilities responsible for a safe and adequate water supply. As a result, the basic ideas of the water cycle, water fundamentals, water conservation, treatment, and recycling options are also presented as part of the background required for understanding water utility rules, regulations, policies, basic terminology, and operations.
Course 3 Agenda (pdf)
Chapter 1: Understanding the Basics
Understand and explain the water cycle
Identify the common steps of a communications plan
Chapter 2: Understanding the Rules and Regulations
Chapter 3: The Fundamentals
Chapter 4: The Value of Water
Email Education Services for more information, including a price quote, learning objectives, and a detailed program overview.