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Customer Service Virtual Lunch & Learn Seminar Week For North Carolina Water And Wastewater Utilities
October 5, 2020 @ 8:00 am - October 8, 2020 @ 5:00 pm
The NCAWWA-WEA Utility Management Committee is hosting a week-long series of seminars on Customer Service for North Carolina water and wastewater utilities. The seminars are all online, and spread over four days from October 5 through October 8. People can register for individual seminar talks, or for all at a reduced rate. Agenda is shown below. For more information and registration, go to the NCAWWA-WEA webpage.
The EFC is participating in two of the seminar talks. First, Tom Roberts moderates a panel discussion of several utility representatives who will discuss various issues related to customer service, on Monday October 5. Finally, Shadi Eskaf will co-present on the topic of Affordability: Approaches to Helping Customers with their Bills on Thursday, October 8. Download the presentation slides.
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Day & Time Slot |
Topic |
Speaker |
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Monday, October 5th 11:00 – 11:15 |
Welcome and Announcements | |||
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Monday, October 5th 11:15 – 1:00 |
Customer Service Policies Roundtable |
Wes Sims (Aqua), Crystal Harris (Durham) Nora Cowen (Winston-Salem Forsyth), Denise Battle (OWASA), Steve Miller (Charlotte Water), Colleen Sicley (GUC), Tom Roberts (EFC) moderator |
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Tuesday, October 6th 11:00 – 12:00 |
Changing or Upgrading Your Billing System – Minimizing the Pain of Change while Improving Customer Service |
Chip Harris, Westin Technology Solutions |
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Tuesday, October 6th 12:00 – 1:00 |
Handling Difficult Customer Situations – Breakout sessions with participant brainstorming and sharing |
Heidi Hackett (Durham), Lead Facilitator |
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Wednesday, October 7th 11:00 – 12:00 |
Customer Service Technology in the Field – Challenges and Opportunities with Mobile Workforce and AMR/AMI |
Gary Sanders, Edmunds GovTech |
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Wednesday, October 7th 12:00 – 1:00 |
Communicating with Your Customers – portals, social media, emergency notifications |
Gregory Jenkins, Town of Cary (AMI portal, payments, social media) Emily Garner, Greenville Utilities PIO (social media) |
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Thursday, October 8th 11:00 – 12:00 |
Affordability – Approaches to Helping Customers with their Bills (Download the presentation slides) |
Shadi Eskaf, UNC Environmental Finance Center, Heidi Hackett (Durham), Gregory Jenkins, Town of Cary |
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Thursday, October 8th 12:00 – 1:00 |
Taking Care of your CSR’s |
Colleen Sicley, Greenville Utilities |
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