Customer Service
Customer Service courses offered by TVPPA are listed below. For more information about TVPPA Education & Training programs or to add your name to our mailing list, send e-mail to training@tvppa.com or complete our online request form.

Communicating Effectively with Utility Customers
Through the use of group discussion, activities and personal skills practice, participants learn to communicate effectively with their customers in a variety of situations. Emphasis is placed on creating positive, memorable experiences for all customers. Participants learn skills in how to determine and respond appropriately to customer needs, recognize opportunities to exceed customer expectations, avoid creating negative customer interactions, and manage all customer transactions toward positive, efficient conclusions. Specific topics include communicating company policies, responding to high bill complaints, and handling inflammatory customer behavior. This seminar is designed for all utility employees, including managers, supervisors, counter clerks, phone contact staff, meter readers, lineworkers, installers and other service personnel. No prerequisites required. Instruction Method: Live $390 (Non- members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: 14 • Level: Basic
Required course: CPSv, CCS



Communicating with the Media
Whether you’re introducing a new tree-trimming program, dealing with a major ice storm or responding to questions about rates, local electric systems are often in the media spotlight. Your ability to communicate effectively with reporters will shape public opinion of your utility. The session will include videotaped role play interviews. Participants would learn how to: · Understand how reporters do their jobs and what that means for you · Use a pro-active media strategy · Develop a clear, concise and compelling message · Anticipate and prepare for questions · Project a positive image in broadcast, online and print media · Reduce the chances of being misquoted/taken out of context · Maximize opportunities for positive media coverage Instruction Method: $325 (Non- members: $475 ) • Length: 1 day • CEUs: 0.7 • CPEs: • Level:




Customer-Focused Collections Interviews
This class will educate utility personnel on the collections interviewing process. Each step of the process from initial customer contact through conducting the interview are discussed. Participants learn the standards of conduct required by Federal Law for anyone engaged in collections and bill payment arrangements. Later, participants have the opportunity to practice collections interviews that are based upon utility case studies. Instruction Method: $265 (Non- members: $445 ) • Length: 1 day • CEUs: .7 • CPEs: • Level:




Effective Collection Skills
Participants in this two-day course learn to effectively manage collections, focus on retaining good customers through quality customer service, and develop the required communication and organizational skills to maintain low receivables. Using practical, hands-on techniques, participants will learn: Defining good, bad and mediocre customers; Setting expectations for your customers; Making productive collection calls; Using collection letters effectively; Learning how and when to use a collection agency or attorney; Controlling receivables within six months. Lively, interactive presentations will empower employees to do effective collections and improve your receivables outlook. No prerequisites required. Instruction Method: Live $390 (Non-members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: 14 • Level: Basic




Fundamentals of Communication
This two-day class will explore individual styles of communication to help attendees better understand themselves and each other. The first day will focus on the DiSC profile of behavioral styles to increase understanding about different communication types. The second day will focus on listening for effectiveness to enhance communication skills. Instruction Method: $390 (Non-members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: • Level:




Lowering Tempers While Raising Rates
Changing utility rates is an unfortunate reality for customers/members, utilities, and their employees. Likewise, a negative reaction to these changes is also commonplace for many customers. In these situations, it is the customer-contact employees who are challenged to receive complaints, address issues presented, and provide answers to upset customers. This one-day workshopis designed to address the specific issues of maintaining consumer relations during rate increases. The workshop includes examples of successful techniques implemented by utility personnel nationwide for interacting with customers. In addition, a step-by-step approach for "listening- communicating-resolving" is explored. Instruction Method: $265 (Non-members: $445 ) • Length: 1 day • CEUs: .7 • CPEs: • Level:




Management of Successful Customer Service Operations
This two-day course addresses six of the core factors that directly contribute to a system's quality of service: organizatin, environment, resources, personnel, training and measuring/evaluating performance. In addition, the course includes case examples drawn from several existing systems; the measured impact on service quality of separate approcahes; and multiple options for addressing each topic at various size systems. Instruction Method: $390 (Non-members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: • Level:




Selling Utility Services
Success in dealing with utility customers - in both sales and service - requires a balance of up-to- date training in product knowledge, knowledge of the competition, and good interpersonal/ communications skills. Participants in this one-day seminar learn techniques of effective salesmanship and the basic principles of quality service. Topics include identifying and analyzing customer needs, winning customer confidence, strengthening trust, and maximizing results in customer value-added services. The course emphasizes the philosophy of customer-centered sales without using pressure or manipulation. No prerequisites are required. Instruction Method: Live $265 (Non-members: $445 ) • Length: 1 day • CEUs: 0.7 • CPEs: 7 • Level: Basic
Required course: CCS, UMC



Specialized Spanish for Utility Personnel
This workshop is designed to help non-Spanish speaking employees communicate better to Spanish-speaking customers and employees. The content of this workshop includes: pronunciation guide, days & time, numbers/currency, new service, disconnections, bill payments, field service, utility terminology, application/agreement forms, cosigner, deposits, and conservation tips. The workshop helps participants develop their Spanish language skills by incorporating listening, reading, writing, and speaking skills. Comprehension is tested throughout the workshop by role-playing and verbal exams. Active participation is required for maximum learning potential. Each participant receives a workbook and laminated reference guide for on-the-job use. No prior knowledge of Spanish is necessary. Instruction Method: $390 (Non-members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: • Level:




Technology: From Meter Reading to Customer Information Systems
Customer service supervisors, managers, and executives play a key role in the purchase, conversion, and utilization of many technologies that support the functions of their service departments. Customer information systems (CIS), metering technologies, billing systems, telecommunication systems, and internet-based options are just a few examples of the technologies these individuals are challenged with understanding. This two-day course has been developed to educate service department leaders on the primary technologies used to support public power service functions nationwide. This course is part of the Customer Service Management Program. Instruction Method: $390 (Non- members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: • Level:




The ABC's of Electrical Systems
This course provides a basic survey of electric utility operations, from generation at the power plant to distribution to the end-use customer. Topics covered include methods of generation, high voltage transmission, distribution methods, electrical terminology, and usage measurement through metering and billing. Emphasis is placed on how to improve business transactions through a better understanding of the technical process. This is a basic overview course targeted only for the non-technical employee or board member and cannot be applied toward any technical certificate program. No prerequisites required. Instruction Method: Live $265 (Non-members: $445 ) • Length: 1 day • CEUs: 0.7 • CPEs: 7 • Level: Basic
Required course: CCS



The Leadership Development Process
This course provides comprehensive material addressing the issues of leadership and management of employees. By attending this course, utility supervisors, managers, and executives will understand the tenants of leadership, know how to apply the fundamental leadership skills that create employee loyalty, and effectively communicate goals and objectives with their subordinates. Furthermore, it is designed to help leaders in their efforts to motivate employees to achieve successful performance on a day-by- day basis. This course is part of the Customer Service Management Program. Instruction Method: $390 (Non-members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: • Level:




The Utility as Creditor: Customer Focused Collections
This course provides participants with an in-depth analysis of the structure and operations of utility credit and collections. The first part includes numerous examples of how utilities in the U.S. and abroad are organized to manage credit risk. Different customer-focused approaches used for residential, commercial, and industrial accounts are discussed. The final part consists of an analysis of different collection activities and includes suggestions for the most efficient collection procedures and department organization. This course is part of the Customer Service Management Program. Instruction Method: $390 (Non-members: $625 ) • Length: 2 days • CEUs: 1.4 • CPEs: • Level: