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252.G1 Serving Members Using Excellent Telephone Skills
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252.01 Serving Members Using Excellent Telephone Skills

When: Tuesday, March 31, 2020
9:00 AM
Where: Electric Cooperative Training Center
955 Rumble Road
Forsyth, Georgia  31029
United States
Presenter: Debra Ballard - The Ballard Group
Contact: Lauren Dodson

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252.01 Serving Members Using Excellent Telephone Skills

At many cooperatives, the customer service or call center employees act as liaisons for the customer to the other departments and employees at the co-op. In this course, participants will gain a perspective of service excellence from the customer's point of view when conducting business transactions via telephone. Using class discussion and interactive exercises, attendees develop skills for dealing with customers in various recurring scenarios including service connects, disconnects, technical supports, and billing concerns. The skills learned in this program serve to enhance the performance of all employees who interact with customers via phone, resulting in reduced stress, more efficient utilization of transaction time, and improved customer satisfaction.

Specific areas covered include the important of great service by telephone and procedures for answering, placing callers on hold, transferring callers, taking messages, dealing with irate callers, making out-going calls and managing voice mail. 


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

Our Mission: Provide leadership and unity through advocacy, education and communications.

Georgia Electric Membership Corp. Headquarters
2100 E Exchange Place, Suite 510
Tucker, GA 30084

Front Desk: (770) 270-6950
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