The certificate program consists of three courses. Each course was developed at the request of the AWWA Customer Service Committee, comprised of members from water industry organizations across North America. 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 Certificate Program addresses the challenges facing water utility organizations.
The course is presented by the KY/TN Customer Service Committee. This committee is comprised of individuals from water utilities throughout Kentucky and Tennessee who are dedicated to providing assistance and tools in the Customer Service arena. Our group of members is diverse, encompassing many years of customer service experience and employed by utilities of all sizes.
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: Customer Relationship Building
In this course, the focus is on communication skills, diversity, and inclusion, as well as improving listening skills 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 an effectively resolving customer service complaints, both real and perceived. Also included are explanations about the customer service cycle, terms, and definitions and/or processes common to all customer service organizations. Professionalism, attitude, and stress management are critical skills that an effective CSR also must possess.
- Course 3: Utility Industry Operations
The final course in the certificate program is designed to emphasize your understanding of your role as a member of the larger community of water industry professionals who are serving the public by working for water utilities responsible for a safe and adequate water supply. As a result, the basic ideas of water fundamentals, water conservations, treatment, and recycling options are also presented as part of the background required for understanding water utility rules, regulations, policies, basic terminology, and operations.
Should you need a hotel room for the course, here are some suggestions:
Millennium Maxwell House Nashville
2025 Metrocenter Blvd.
Nashville, TN 37228
Springhill Suites by Marriott
250 Athens Way
Nashville, TN 37228