Description: |
Long gone are the days when customers were so grateful to have any electric service at all that they would willingly overlook any service problems. Today's customers hold high expectations and don't hesitate to express their frustration and anger when they don't get what they expect. Similarly, in this day and age, stories of employee frustration and anger are frequently in the news, often recounting horrific workplace violence. |
Approach: |
Primarily a structured one-way presentation. However, our presenters try to engage the participants in any session we do, so there is some opportunity for discussion, plus we open the floor to Q&A at the end. We provide a note-taking guide for each participant to assure they leave with at some written material on the key points. |
Audience: |
All employees, regardless of job duties or position, but especially good for managers, supervisors, customer service/billing people and outside servicemen. |
Size Group: |
Any size. |
Estimated Time: |
2 hours. |
Setting/equipment: |
Classroom or auditorium setting. A laptop and video projector or large screen monitor to support the PowerPoint presentation. |