Customer Service Training

MEUW is launching a new six-part virtual training series aimed at helping municipal utility employees polish and strengthen their customer service skills. The series name — "The Power of One" — acknowledges how individual employee actions contribute to customer satisfaction and a positive impression of the utility. 

The training is scheduled for 90 minutes and features live, interactive, virtual instruction focused on understanding different aspects of customer service and training about the skills needed to deliver exceptional service to both internal and external customers.

The training will be best experienced as a live session. Registration is available for both individual and group viewing. Registered participants will receive complimentary access to online training materials for the sessions they attend. 



Who should attend?
Every municipal employee interacts with customers, and everyone can expect to take away new insights from the training series. All workers regardless of role, department, and experience level should attend. Electric, water, wastewater, public works — everyone in every department, whether new to the job or a long-time veteran — will learn something. And because effective customer service skills are essential for every front-line municipal utility worker, the training will be time well spent.
 
Why is MEUW offering this training?
MEUW is focused on providing programs and services members value. After a recent seminar training about "de-escalating" customer interactions, participants said they wanted more and thought their co-workers would also benefit from focused skills training. Recognizing that getting away to attend training can often be challenging, MEUW set out to organize a program that is flexible, easy-to-attend and would meet members' diverse training needs. Further, the group-viewing option makes it easy for member utilities to have a number of employees attend together and share the learning experience. 

What are the training dates? 
Each training module will be held on a Thursday morning once per month. Dates are Jan. 23, Feb. 20, March 13, April 24, May 22, and June 19. The specific topics for each module are listed at right. Full details about the subject matter is available here. 

Do I have to attend all six sessions?
No. You may participate in as many or as few of the individual training sessions as your schedule allows. Each training module stands on its own, so learners who skip a session or start after the first training won't be at any disadvantage. There is a discount if you enroll in all six sessions. MEUW is also offering a "try then buy" option to attend the first session on Jan. 23 and then enroll in the remaining five sessions at a reduced rate. 

How do I enroll?
Between now and Jan. 23, 2025, you may enroll in the first session only or make a commitment to attend all six. You have the choice to enroll as an individual learner or have one person from your municipality register for group viewing. Registration for sessions 2 through 6 will open in late January. 

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About the Training Leader
Each of the six "The Power of One" training modules will be led by Patty James, who brings more than 30 years of experience in leadership development, customer service, project management, process improvement, and negotiation to her work as a professional and continuing education instructor. With a professional background in management in the catalog industry, and personal experience in agriculture on her family’s dairy farm, Patty has held leadership roles at both Lands’ End and Colony Brands. She holds a Bachelor's Degree in business from the University of Wisconsin-Madison, also earned as Master's Degree in adult education. She has delivered training programs for diverse organizations in both the public and private sector, helping professionals achieve their personal and organizational goals.