Certificate of Customer Service (CCS)

Certificate of Customer Service (CCS)

Certificate Program

In today’s changing business environment, customers demand the best from their electric utility. TVPPA developed the Certificate of Customer Service curriculum to provide the professional skills and expertise necessary to exceed expectations of modern customers.

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About this Certificate:

Topics Covered

- Basic survey of electric utility operations
- Communicating effectively
- How to price a primary product
- How to create a memorable experience

 

Curriculum:

- Nonverbal Communication
- Communicating Effectively with Utility Customers 
- Selling Utility Services
- The ABC’s of Electrical Systems

Additional Information:

Format: In Person
Duration: 5 days
Certificate Awarded: Attendees at the Utility Customer Experience (CX) conference who have recently completed the Certificate of Customer Service (CCS) certificate program  will be recognized at the CX conference and will receive their certificate at the conference. 

Individual Coursework

The CCS Certificate program contains four modules.

Nonverbal Communication
1 Day: Studies show that 55% of communication is nonverbal and two people will signal over 800 nonverbal cues over the course of a thirty-minute conversation. This workshop teaches the principles and applications of body language and techniques that can be used immediately to enhance communication and influence.
Communicating Effectively with Utility Customers
2 Days: This course uses group activities to help you learn and grow as a communicator in various situations. Participants learn how to create a memorable experience for utility customers. This course is designed to be available for all levels of utility employees.
Selling Utility Services
1 Day: In our increasingly complex world, local utilities must support complicated customer relationships and offer specialized products or services to meet specific needs. Knowing how to add value to a customer’s life is a hallmark of great customer service. This class will focus on understanding how to price a primary product, work with customers and add value.
The ABC’s of Electrical Systems
1 Day: This course provides a basic survey of electric utility operations, from generation at the power plant to distribution to the end-use customer. Participants learn how to improve business transactions for customers. This is a basic overview course targeted only for the non-technical employee or board member. Topics covered include: methods of generation, high voltage transmission, distribution methods and more.

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The Tennessee Valley Public Power Association, Inc. is the nonprofit, regional service organization that represents the interests of consumer-owned electric utilities operating within the Tennessee Valley Authority (TVA) service area. TVPPA members include both municipal and electric cooperatives, and they serve more than 10 million people in 7 states.

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