Course Details
Course Details
Course ID
8003
Course Name
Customer Service Online CSO-101
Contact Hours
3.0
Approved Industry
Drinking Water and Wastewater
Partner Name
Pennsylvania Rural Water Association
Primary Contact
Joel Jordan
jjordan@prwa.com
8143539302 Ext. 201
Website
Description
Excellent customer service in the water utility industry is essential. We understand that clean drinking water and environmentally safe wastewater removal is one of the most important basic human needs. Further, we understand that most people have little choice in the source of their drinking water and wastewater removal in their homes. So water utility personnel play critical roles in the service of their family, friends, neighbors, and community. This course provides an education in customer service principles with a concentration on the skills and tools needed to provide excellent online customer service in a digital world.
Course Level
Basic thru Intermediate
Course Content
1.Customer Service Online Course Objectives (3 pages)
2.What is Customer Service? (17 pages)
3.What is Customer Service? QUIZ #1
4.Customer Service Checklist (15 pages)
5. Customer Service Checklist: QUIZ#2
6. Online Customer Service Resources and Tools (18 pages)
7.Online Customer Service Resources and Tools: QUIZ#3
8.Online and High Tech Customer Service Pros and Cons (14 pages)
9.Online and High Tech Customer Service Pros and Cons: QUIZ#4
10.Customer Service Communications Online (16 pages)
11. Customer Service Communications Online: QUIZ#5
12. Online Data Protection and Security (14 pages)
13. Online Data Protection and Security: QUIZ#6
Target Audience
Water and Wastewater System Personnel involved in customer service and relations, including operators.
Training Format
Virtual Asynchronous