OEC offered training, Phrasing for Successful Service Outcomes as virtual training sessions, with 105 individuals from 18 co-ops participating. Each workshop was a total of four hours, divided into two hour segments on two separate days. This session was offered once in January and repeated in February so more cooperative staff could participate.
Communicating effectively with members on sensitive business transactions such as overdue payments or perceived billing errors can sometimes make word selection complicated. This session provided participants with proper message construction when dealing with potentially sensitive situations, revealing the most frequent communication gaffs committed by utility personnel, and how to alter a member’s negative interpretation. Phrasing to answer to tough questions in a way that reflects concern and a positive service attitude, the power of words and their delivery, and how to phrase cooperative policies and more was taught and discussed.
The Ballard Group principal and instructor Debra Ballard brings a thorough knowledge of operations in the electric utility industry, including 12 years at an electric cooperative where she served in a number of capacities including quality service, marketing, working with media, and public relations initiatives.
