Customer Service Training Program
Customer Service Training Program
Training On-Demand
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.
Program Information
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Schedule the training when it is convenient for your staff, at your own location
- Hire your own trainer (or utilize a current employee of your organization)
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Target audience is customer service representatives
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Provides a collection of training materials needed to meet the high standards expected by your customer
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No staff travel costs, the training is conducted at your own facility
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Facilitator guide is included; you will assign your own facilitator to master the facilitator guide and then deliver the training
- See pricing tab below
Customer Service Training Course Materials Includes the Following:
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One facilitator guide, per course*
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10 participant guides, per course*
- One copy of Focus First on Service: The Voice and Face of Your Utility**
- Online resource portal including select slides, videos, and handouts
- AWWA Certificates of Completion
- Standard shipping to the contiguous 48 U.S. states. Shipping outside of contiguous 48 states, or expedited shipping, will require customer’s own shipping account (UPS/FedEx, etc) for payment.
- See pricing tab below
*Additional Guides can be purchased separately if needed. Each package includes one facilitator guide per course and 10 participate guides.
**Additional copies can be purchased through AWWA’s store.
Program Course Descriptions
Course 1: Customer Relationship Building
Course 1 Overview
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
OBJECTIVES
Chapter 1: Communication Skills
- Identify the characteristics of excellent customer service
- Identify internal and external customers and the importance of good relationship building
- Describe the main characteristics of effective communication
- Understand the communication process and problems or perceived barriers that can contribute to miscommunications and/or misinterpretation
- Identify your personal communication style
Chapter 2: Diversity & Inclusion
- Understand the meaning of the terms diversity, inclusion, globalization, multiculturalism, and prejudice
- Describe the four stages of understanding/learning
- Identify the four key principles of diversity
- Apply the 10 tips for a respectful workplace
Chapter 3: Listening Skills
- Apply good listening skills and recognize the importance they play in communication
- Utilize and implement different levels of listening
- Identify and practice personal level of listening skills
- Demonstrate an understanding of the barriers to effective listening and apply them at work
Chapter 4: Customer Service in Action
- Utilize the knowledge of channels of communications for better customer interactions
- Employ good telephone etiquette when assisting customers on the phone
- Analyze role playing and the elements of good communication skills
- Understand personal operating style
Chapter 5: Working with Challenging Customers
- Apply good listening skills and recognize the importance they play in communication
- Utilize and implement different levels of listening
- Identify and practice personal level of listening skills
- Demonstrate an understanding of the barriers to effective listening and apply them at work
Course 2: The Business of Customer Service
Course 2 Overview
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.
OBJECTIVES
Chapter 1: Teamwork
- Understand the characteristics of a great customer service representative and apply them to everyday tasks
- Recognize the importance of working together as a team to improve customer service
- Identify and apply the traits of a good team member for effective performance
Chapter 2: People, Processes, and Technology
- Understand the driving force of technology in today’s customer service environment
- Recognize the importance of processes and their need in an effective utility
- Identify utility/customer service technologies, their definitions, and their uses
- Restate and explain the customer service cycle, the processes, and the scope of employees involved
- Participate in “It’s All About Water”
Chapter 3: A Professional Attitude
- Define professionalism and describe the benefits for customer service representatives
- Utilize the seven keys that promote an optimistic and positive mental attitude
- Demonstrate and apply the power of a smile
- Practice the steps to staying energized and positive
Chapter 4: Personality Types
- Recognize the importance and benefits of knowing your personality type
- Understand different personality test types and models
- Compare the traits of personality style with that of other types to improve interpersonal relationships
- Compare the traits of birth order and use that knowledge to improve interpersonal relationships
Course 3: Utility Industry Operations
COURSE 3 OVERVIEW
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.
OBJECTIVES
Chapter 1: Understanding the Basics
- Understand and explain the water cycle
- Identify the common steps of a communications plan
- Be able to express to customers and others the importance of water quality and why it is necessary to be good stewards of the water we have
- Explain how climate change is affecting our water supplies and the water cycle
Chapter 2: Understanding the Rules & Regulations
- Understand and summarize the main points of the Safe Drinking Water Act and how it affects water utilities and customers
- Comprehend the rules pertaining to the Consumer Confidence Report and why it is important to customers and consumers
- Appreciate and articulate the importance of the Clean Water Act and its influence on water quality
Chapter 3: The Fundamentals
- Understand the fundamental components of water treatment, water quality, and water distribution from a customer service representative viewpoint
- Apply terms and definitions of water utility operations into daily customer service duties
Chapter 4: The Value of Water
- Understand the affordability of water and the need to adequately price costs for sustainable systems
- Articulate water conservation measures to customers, consumers, and the general public
- Be familiar with the need for protecting watersheds and the tools for managing a watershed
- Understand the benefits of recycling and reuse of water
- Incorporate into discussions with customers the steps and tips to conserve water
Pricing
Begin with a starter pack. Then, additional materials may be purchased separately.
Starter Pack Details
A starter pack includes materials for 10 students and one instructor.
The starter pack includes the following:
- Participant guides for 10 students. This includes a total of 30 books, because each student will need three: a book for Course 1, Course 2, and Course 3.
- Facilitator guides for one facilitator. This includes a total of three books: a facilitator guide for Course 1, Course 2, and Course 3.
- A link to online resources for the facilitator. This includes a small selections of slides, some handouts, several videos, and editable Certificates of Completion.
- One copy of the book Focus First on Service: The Voice and Face of Your Utility.
- $1,600 AWWA member
- $2,400 Non-member
Additional Materials
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Order Form
Please complete form to order course materials. If you have questions or issues, please contact educationservices@awwa.org.
Who Can Benefit?
- Utility staff
- Engineers
- Laboratory & Scientists
- Regulators
What is Included?
- Three courses
- Handouts and additional resources
- Online self-paced learning environment
- Evaluations and knowledge checks
Pricing
- Each course is priced individually and ranges from $180 – $275
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