Skip to main content
Loading Events

« All Events

  • This event has passed.

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.


Day & Time Slot



Monday, October 5th 11:00 – 11:15

Welcome and Announcements

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

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

Tuesday, October 6th 12:00 – 1:00

Handling Difficult Customer Situations – Breakout sessions with participant brainstorming and sharing

Heidi Hackett (Durham), Lead Facilitator

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

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)

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

Thursday, October 8th 12:00 – 1:00

Taking Care of your CSR’s

Colleen Sicley, Greenville Utilities

Monday, October 5, 2020 to Thursday, October 8, 2020


October 5, 2020 @ 8:00 am
October 8, 2020 @ 5:00 pm
Comments are closed.