The Customer Service Committee promotes and encourages sound customer service at Virginia utilities. For more than 40 years, the committee has presented the Annual Customer Service Workshop, which provides valuable training on customer service and the water industry.
This event, which draws customer service representatives, field operations workers, supervisors, and managers, educates professionals from various utility backgrounds about the latest innovations in customer service, operations, and leadership. Additionally, the workshop provides a tremendous opportunity for networking and discussion of issues faced by utilities.
WORKSHOP PROGRAMS & PRESENTERS
All attendees will receive a copy of the industry favorite Perfect Phrases for Customer Service by Robert Bacal.
- Wednesday: 8:00 am -6:30 pm
- Registration and Complimentary Continental Breakfast
- Welcome -Megan Tomlin, Customer Service Committee Chair
- 20/20 Vision: How Do You See Your Customer and How Does
Your Customer See You? -Dave Maddox and Bert Davis,
The Enduring Leadership Project - Networking Break
- 20/20 Vision, Continued
- Lunch (On Your Own)
- DISC (Dominance, Influence, Steadiness, and
Conscientiousness) Behavioral Assessment -Dave Maddox,
The Enduring Leadership Project - Networking Break
- DISC, Continued
- Networking to Success Dinner Reception
- Thursday: 8:00 am- 6:00 pm
- Registration and Complimentary Continental Breakfast
- Welcome
- What is AMI-Meter Reading Systems, and How Does It Impact Customer Service? -Dave Miller, Core & Main
- Networking Break
- Payment Trends and Technology -John Prodan, InvoiceCloud
- Lunch (On Your Own)
- Team Building -Melissa Alexander and Megan Tomlin, Rockbridge County PSA, and Dave Miller, Core & Main
- Networking Break
- How The Pandemic Has Led To Customer Service Improvements. -Eva Liggins, DC Office of Tax and Revenue
- “Let’s Talk Shop” Round Table -Darlene Mormon, Newport News WaterWorks, and Chassiti Hayes, Pollardwater
- Group Outing Dinner- Another Great Networking Opportunity (Pay Your Own)
- Friday: 8:00 am- 12:00 pm
- Registration and Complimentary Continental Breakfast
- Welcome -Megan Tomlin, Customer Service Committee Chair
- Customer Service Passion: Post-COVID 19. -Elizabeth "Libby" Gooden, Human Resources Consultant
- Networking Break- Hotel Checkout
- Customer Service Passion, Continued
- Presentation of Certificates & Closing Remarks
FRED ANGEL SCHOLARSHIP
To reward a customer service representative for their hard work and efforts, the Customer Service Committee has created a scholarship in honor of Fred Angel. One water utility employee who demonstrates exceptional Customer Service performance will receive a financial award covering both the workshop registration fees and three nights of workshop hotel accommodations. To apply, please complete the Scholarship Application and submit it to Cynthia Barnes (cynthia.barnes@vaawwa.org) by Monday, February 28, 2022.
HOTEL:
Holiday Inn & Suites Virginia Beach - North Beach
3900 Atlantic Avenue, Virginia Beach, Virginia 23451
3900 Atlantic Avenue, Virginia Beach, Virginia 23451
Attendees are responsible for their own lodging arrangements. Reservations should be made prior to March 8, 2022 in order to receive group rate. A block of rooms has been reserved at a special group rate of $119. State and local taxes apply. To make a reservation, call: 1-866-456-3446 and use the code “AWW” or use this AWWA Customer Service Workshop - Booking Link to make your reservation online.
CANCELLATIONS:
Please view our Cancellation and Refund policy.
COVID CONSIDERATIONS:
This event will follow any local or hotel policies for social distancing and masking.