256.G1 The Customer Service Representative's Role in Crisis Management - Rate Increases, Outages and More
Electric Cooperatives depend on their front-line personnel – customer service representatives, receptionists/cashiers, dispatchers, and call center employees – to represent them in a professional, efficient manner. These employees are the face and voice of the organization and are many times completely responsible for creating the Members’ opinion of their utility.
This is never more true than when the cooperative faces a crisis situation - whether the crisis is due to an act of nature or God (such as an outage); a man-made crisis (such as a leadership change, financial difficulty, rate increase); or an accident (such as an electrical or vehicular incident).
The manner in which the front-line personnel respond can impact Members trust, the perceived integrity of the cooperative and its leadership, as well as the continued fiscal success of the utility. All cooperative employees must “speak with one voice” in crisis situations.
This one-day course will help attendees understand:
§ The importance of all employees speaking with one voice
§ The ramifications that their individual actions can have on the cooperative
§ The various crises that a utility can face
§ How to respond in a “measured” professional manner
§ The importance of choice of words, the tone of voice and body language
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.