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Course Description:

Level 1, Apprentice

Collection/Distribution Ladder

Foundations of Leadership: Customer Service (3.0 hours)
Customer service skills are an essential element to employee growth and development. No matter what your role in an organization, having a customer focus reduces workplace stress and adds value. Think about how you feel when you are part of a positive experience of any type. In this course, you will evaluate the internal and external service relationships relative to your position. Basic elements of customer service will be explored including responsiveness, empathy, reliability, and accountability. At the completion of this course, participants understand customer service fundamentals and the application to their position. The course allows utility personnel to learn and apply methods of effective communication, attitude, managing expectations, and creating a positive customer experience.

**Lunch Provided if you are taking BOTH Academy classes offered this day.

Continuing Education:

Continuing Education Credit
• WATER TREATMENT FACILITY OPERATORS, DISTRIBUTION OPERATORS, CROSS CONNECTION/BACKFLOW OPERATORS: This course is approved for 3.0 contact
hours by the NCWTFOCB. Course ID: 142976
• WASTEWATER OPERATORS: This course is approved by the WPCSOCC for 3.0 contact hours. WPCSOCC Course ID: CE04101502
• PROFESSIONAL ENGINEERS: This course is approved for 3.0 PDHs.
• MAINTENANCE TECHNOLOGIST: This course is approved for 3.0 contact hours.