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06/28/18 - Building Customer Relationships (St Charles) IEPA#12348
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When: Thursday, June 28, 2018
Registration begins at 8:00 am
Where: ISAWWA-Univ of Illinois Extension Office
535 S Randall Road
St Charles, Illinois  60174
United States
Presenter: Kelly Saunders, North Park Public Water & Kyle Saunders, City of Rockford
Contact: Stacey Ramsey
866-521-3595 x4

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Building Customer Relationships (Course 1 of 3)
Training Classification: Utility Administration & Management
IEPA#: 12348


The AWWA Customer Service Certificate Program is designed to offer standardized training to Customer Service Representatives and other water and wastewater utility staff who have contact with customers in the community served. The Certificate Program consists of 3 courses. The objective of the program is to establish a level of core competency in customer service and knowledge of basics of water and wastewater treatment, regulations, and challenges. The content of each course is described below and is delivered using lecture, individual self-assessments, videos, group discussions and role play practice sessions.


The Certificate Program consists of 3 courses that are 6.5 hours each and approved for credit hours for Water Operators by the IEPA.

This course will focus on communication skills, diversity and inclusion. It will also help participants become better listeners which provides a more positive, respectful and cooperative work place.

Course 1 – Customer Relationship Building

  • Communication Styles
  • Globalization & Demographics
  • Listening Skills & Teamwork
  • Telephone Etiquette
  • Assertive Responder Skills


Kelly Saunders, North Park Public Water
Kyle Saunders, City of Rockford


Registration begins at 8:00 am. The training will start at 8:30 am and will conclude by 3:30pm. Earn up to 6.5 PDH’s or RTC hours. Breakfast & lunch Included.

Registration Type
ISAWWA Member Rate

Non ISAWWA Member Rate

Early Bird (ends 10 days prior to event)
This class is being given in conjunction with 2 other accompanying classes - on August 15 & October 16, 2018.  Sign up for all three classes at a discounted rate:
2018 Customer Service - all 3 classes



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