Customer Service Training Program — Facilitator Handbook 3-Day Bundle
AWWA’s Customer Service Training Program provides both facilitator guidebooks and corresponding student guidebooks to complete on-site, face-to-face training for any number of employees. You choose the time, the place and the trainer. Explore program details. Bundle includes all the facilitator handbooks required for the three-day course:
- Course 1: Building Customer Relationships
- Course 2: The Business of Customer Service
- Course 3: Utility Industry Operations
Purchase also comes with free download of blank, digital “Certificate of Completion” forms for all the participants in your class. Watch for an email from educationservices@awwa.org with link to download the digital certificates in 5-7 business days following your purchase of the Facilitator Handbook 3-Day Bundle (SKU 76006F). Participant training handbook bundle available for purchase separately (SKU 76007P).
Description
The overall program is based on research for an effective foundation-building customer service training program that establishes a level of core competency for customer service representatives (CSRs). AWWA’s Customer Service Training Program addresses the challenges facing water utility organizations. The overall purpose of the program is to assist CSRs in being responsive to increased customer expectations and expanding global demographics. The three courses are:
Course 1: Building Customer Relationships
In this course, the focus is on communication and listening skills, having a great professional attitude, and improving both understanding of and skills in diversity, equity, and inclusion to support a superior knowledge of working with people in a positive, respectful, and cooperative manner.
Course 2: The Business of Customer Service
This course concentrates on the need for teamwork to improve customer service. There is an emphasis on the problem-solving and decision-making skills required for evaluating and effectively resolving customer service complaints, both real and perceived. Also included are explanations of the customer service cycle, terms and definitions, and/or processes common to all customer service organizations.
Course 3: Utility Industry Operations
The final course is designed to emphasize understanding of your role as a member of the larger community of water sector professionals who are serving the public by working for water utilities responsible for providing a safe and adequate water supply. As a result, the fundamentals and basic terminology for managing sources, treatment, and distribution are provided, as well as an understanding of applicable water utility rules, regulations, and policies. The course also includes an emphasis on the value of water, as well as some of the major issues and initiatives facing all water utilities, such as the need for water conservation, recycling and reuse, and addressing the challenges of climate change.
Terms of Use
All Training Materials are purchased by the Training Provider with the sole intent of facilitating a training for water/wastewater industry individuals.
Each trainer must purchase his/her own set of Facilitator Guides from AWWA.
Each trainee must be provided with their own set of Participant Guides from AWWA.
Training Provider agrees to not resell, transfer or re-assign Training Materials or Training License Agreement to others, even without profit.