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Let's Talk Shop: The New Normal for Customer Service Professionals

Oct 13, 2023 11:00 AM - 12:00 PM  

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Join the VA AWWA Customer Service Committee for a roundtable discussion about the "New Normal" for water utility staff in the post-Covid work environment. This time of sharing will focus on the retention and succession challenges being faced by customer service departments as Covid policies evolve or expire. All are welcome to add to this discussion which will be led by the Committee Chair, Patra Brodie, from Richmond DPU.

About the VA AWWA Customer Service Committee

The Customer Service Committee works to promote and encourage sound customer service at Virginia utilities. For more than 35 years, the committee staged an Annual Customer Service Workshop, which provided valuable training to over 100 attendees.  Additionally, the Committee offered local training for AWWA's Customer Service Certificate program.  
 
The members of this Committee have faced unprecedented changes in their work environments in the last 3 years as customer service teams have struggled with maintaining a full staff and adapting to hybrid work. 
 
The Committee is currently meeting online monthly to provide support to its members and to outline a plan for future in-person events.  All are welcome to join the conversation.  

About the Let's Talk Shop Roundtable Tradition

For many years, Let's Talk Shop was a highlight of the Annual Customer Service Workshop.  This was a time for attendees to submit their questions and problems for discussion by the larger group.  Using a moderator, this was a valuable time to gain insight into how other departments handled similar issues or to bounce creative solutions.  Many attendees reported that this time with colleagues was the most valuable part of the event.  The Customer Service Committee hopes that this will be the first of many online roundtable discussions. Your ideas are welcome. 
Organizers
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Cynthia Barnes
cynthia.barnes@vaawwa.org
434.238.5131