OVERVIEW: This program is focused on training employees how to effectively serve our membership through excellent communication skills. It will provide techniques to be active listeners, to be empathetic during high stress situations, utilize excellent phone skills, and how to be professional through written communication. The program is designed to teach the employee the importance of professionalism during all forms of communication and how these techniques will help to resolve even the most difficult of situations. At the completion of this course, the employee will have a skill set that will allow them to communicate better with our membership and even with those employees within the office. (This combines 251.G1 Customer Service Communication Skills: Principles and Practices, 253.G1 Serving in Difficult and Emotion Situations, 252.G1 and Serving Customers by Telephone, and Serving Members More Effectively with the Written Word (not previously taught so no class code)

Those who would benefit include:
o Frontline employees – member service reps, call center staff, receptionists, drive-thru clerks
o Field staff with member contact – staking technicians, service personnel, meter readers
o Back-office employees – billing, accounting, or operations support who have less member-facing training but still interact with members occasionally
o New employees (0-2 years) – the April session is perfect as part of onboarding
o Experienced staff (2+ years) – the June session sharpens professionalism and handling of complex interactions

Why? This course emphasizes empathy, listening, phone/written professionalism—skills essential for anyone with member-facing interactions.

For less seasoned employees: April 8 from 8:30 a.m. to 2:30 p.m. – lunch is provided
For seasoned employees (more than 2 years): June 9 from 8:30 a.m. to 2:30 p.m. – lunch is provided

Instructor: Chellie Phillips
Price for EMC employees: $400/pp