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08/15/18 - The Business of Customer Service (St. Charles) IEPA#12349
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 Export to Your Calendar 8/15/2018
When: Wednesday, August 15, 2018
Registration begins at 8:00 am
Where: Map this event »
545 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

Online registration is available until: 8/5/2018
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The Business of Customer Service (Course 2 of 3)
Training Classification: Utility Administration & Management
IEPA#: 12349


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 concentrates on teamwork to improve customer service. Emphasis on problem-solving and decision-making skills to help resolve customer service complaints, both real and perceived. Professionalism, attitude and stress management skills are also critical to being an effective Customer Service Representative.


Course 2 – The Business of Customer Service

  • The Business of Customer Service and Customer Relationships
  • Customer Diversity and the Water Utility Service Market
  • Technology and Customer Service Effectiveness
  • Assertive Responder Skills (Urgent Situations)

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 June 28 & October 16, 2018.  Sign up for all three classes at a discounted rate:
2018 Customer Service - all 3 classes
$510 $560


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