This webinar is part of a series designed to acquaint new employees with the electric utility
industry, and working for an electric cooperative. One of the many benefi ts of providing utility services the “cooperative way” is that the electric cooperative is locally owned, locally operated, and locally controlled.
The cooperative difference
The Seven Cooperative Principles — what they mean and how to apply them
Changing Consumers; Changing Competencies Aug. 26 (1 to 2:30 p.m. Central Time) Register Online
Changes in the electric utility and customer expectations call for utility professionals to develop new competencies in all dimensions of service: human, business and hidden dimensions. More
than ever, providing seamless service across the organization from an intradepartmental and interdepartmental standpoint is critically important.
Developing a more flexible, open approach to service
Understanding customer expectations and removing obstacles or barriers to satisfaction
Techniques for developing partnerships across departmental lines
What the New Utility Customers Want from Us — Engaging and Building Loyalty in Utility Customers Sept. 9 (1 to 2:30 p.m. Central Time) Register Online
Engaging the new energy consumer is becoming more imperative for utilities. For many electric
utilities, however, this is also a challenge. Today’s customer has never experienced life without electricity and other services provided by utilities. Combine a “take for granted” attitude, general lack of knowledge of how utilities operate, and hectic lifestyles — it’s easy to understand why customers may be disengaged.
Going beyond the customer’s basic needs
Tips and techniques to personalize service and make it more relevant
Engaging Generation C: The Connected Customer (not an age group but a lifestyle)
North Dakota Association of Rural Electric Cooperatives| 1.800.234.0518 |PO Box 727, Mandan, N.D. 58554 |www.ndarec.com |