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Conferences offer opportunities for customer service professionals

From the July 29, 2013 issue of Public Power Daily

Originally published July 29, 2013

By Heidi Lambert
Manager, Education
This fall, APPA will host two conferences offering professional development opportunities for public power professionals in the area of customer service and customer accounting: the Business & Financial Conference (Sept. 22-25, Orlando, Fla.), and the Customer Connections Conference (Nov. 3-6, Portland, Ore.). 

The Business & Financial Conference will cover topics including:

•    So You Still Want to Pay in Person: Managing Walk-In Traffic
•    Measuring Customer Service Performance
•    Don’t Forget Customer Service in Your Emergency Response Plan
•    Outsourcing Bill Printing and Mailing
•    Communicating with Customers about AMI
•    Selecting a New Billing & Financial Management System
•    Maximizing Customer Adoption of Electronic Billing and Payments
•    Credit & Collections: How Far Can You Go to Get Your Money?

The Customer Connections Conference topics will include:

•    Working with All Generations to Provide Excellent Customer Service
•    Maximizing Your Call Center Performance
•    Talking Customers Through High Bill Complaints
•    Strategies to Avoid Smart Grid Backlash from Customers
•    Embracing Technology to Enhance the Customer 
•    Think Before You Send: Public Records Request Issues for Customer Service

Both conferences also will offer multiple roundtable discussions on customer service topics, as well as many networking opportunities. 

In addition to customer service topics, the Business & Financial Conference offers sessions for utility professionals in the areas of accounting and finance, human resources, information technology and pricing and market analysis.

The Customer Connections Conference offers sessions for professionals in the areas of key accounts, energy services, public communications and economic development.

For complete program and registration information for these events, and


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Senior Vice President, Publishing 
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