The OpportunityManagement of an electric utility understood that to redesign, implement and manage the new billing process for customers, they needed to clearly communicate the importance of public relations, collaboration and adaptability to their - workforce - both customer facing and internal services.

These team members would also need to embrace new behaviours and interaction skills that would eliminate tension, promote interdepartmental cooperation and ensure that the public trust is maintained. The Customized Solution

This change initiative needed the utility’s workforce to develop the skills, knowledge and behaviours required to manage the new billing process inquires, challenges and resistance from customers. Using our deep knowledge in communication and service, the CSPN Learning & Development Team designed, developed and delivered an interactive learning and skill development series and facilitated discussions on customer centricity and public relations.

These learning experiences involved team members from customer care, finance, operations, engineering, line maintenance and safety. Our engage-educate-empower process gave participants opportunities to practice and discuss and reflect on the need skills, behaviour and attitudes to deliver exceptional service across the organization.

Each workshop was a cross section of team members from different departments which also helped develop cross-functional knowledge and clarify the message of consistency with customers. Buy in and engagement was increased through management's kick off each learning program to convey urgency and leadership's trust in the training initiatives.

The Results

The client found that the initiative made an impact on their employees by equipping them with the insight, frameworks and communication tools to work more effectively - with internal and external customers. Over 90% of participants reported that the learning experience was valuable and would recommend it to all staff.

Other benefits include:• The opportunity to receive the CSSP Designation has enhanced staff morale as well as supporting customer relations.• More effective in time management and organizational skills.• Effective team working and importance of consistent communication.

CASE STUDY

THE HYDRO COMPANY

The instructor was very engaging and

informative. Made a normally boring subject entertaining and never once felt unengaged.

It was great that during each topic we were able to cross reference with

real situations from either work or personal

experience.

Clear, concise information. Direct to the

point with humour.

Feedback Scores

93%