254.G1 Helping Members Conserve and Answering High Bill Concerns
High bills are the customer’s most common complaint and one of the most difficult issues that the customer service representative will face during the course of a workday. Customer service calls and visits about this issue will only continue to increase as we approach the highest energy usage months. This one-day course is designed to look into the phenomenon of "high bill" complaints and the reasons behind them. Attendees will get an overview of what drives utility costs, what factors impact rates and consumption, and how this is perceived from the customer’s viewpoint. This multi-angle approach will prepare attendees to better answer difficult questions/complaints regarding their utility charges.
Participants will learn the impact that weather and other common energy challenges can have on energy consumption and how to appropriately relay that information during difficult customer interactions. Twelve of the most common high bill scenarios will be discussed as well as best practice action items for each. This will include how to empower customers to control their own energy usage.
The tuition for this course is $195 per participant and includes course materials and lunch. Your cooperative will be invoiced upon completion of the course. If you have any additional questions, please contact Lauren Dodson at firstname.lastname@example.org.
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