Customer Service Seminar

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.

September 17-18, 2018 | Louisville, KY


Includes lunch on both days and a CEU certificate showing 14 credit hours earned. 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).

Registration Type

Member Rate
thru August 20
Rate thru August 20
Member Rate
after August 20
Rate after August 20

Seminar Registration






Register Online  or contact Customer Service at 800.926.7337 (select option #1) or 303.794.7711

Cancellation Policy: No refunds will be granted for no-show or cancellations. However, substitute registrants are welcome 14 days before the seminar takes place.
Fax requests for substitutions to 303.347.0804

Louisville Water Company
550 S 3rd St Louisville
KY 40202-1839

Hotel Information

We recommend that you contact one of these hotels below to make a reservation. They are approximately 15-20 minute away from the training facility. Transportation to the seminar is not included.


Embassy Suites by Hilton

Louisville Downtown

501 S. 4th St.
Louisville, KY 40202

Holiday Inn Express & Suites

Louisville Downtown


800 W. Market St.

Louisville, KY 40202

SpringHill Suites by Mariott

Louisville Downtown


132 E. Jefferson St.

Louisville, KY 40202




  • 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


  • 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.

CuSTOMER SERVICE Seminar at-a-Glance
​*Subject to change

Day One (8 Credit Hours)
7:30 - 8:00 a.m. Registration Open
8:00 - 9:30 a.m. Communication Skills - Course 1
9:30 - 10:30 a.m. Diversity and Inclusion - Course 1
10:30 - 10:45 a.m. Break
10:45 a.m. - noon Listening Skills - Course 1
noon - 1:00 p.m.
Lunch (Included)
1:00 - 2:30 p.m.
Customer Service in Action - Course 1 
2:30 - 3:30 p.m. Working with Challenging Customers - Course 1 
3:30 - 3:45 p.m.
3:45 - 5:00 p.m.
Teamwork - Course 2
Day Two (8 Credit Hours) 
8:00 - 9:30 a.m. People, Processes and Technology - Course 2
9:30 - 10:30 a.m. A Professional Attitude - Course 2
10:30 - 10:45 a.m. Break
10:45 a.m. - noon Personality Types - Course 2
noon - 1:00 p.m. Lunch (Included)
1:00 - 2:00 p.m. Understanding the Basics - Course 3
2:00 - 3:00 p.m. Understanding the Rules and Regulations - Course 3
3:00 - 3:15 p.m. Break
3:15 - 4:15 p.m.
The Fundamentals - Course 3
4:15 - 5:00 p.m.
The Value of Water - Course 3


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.” 


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