Customer Service Management Certificate Program

Receive practical training and guidance on building and sustaining a culture of outstanding customer service. Learn from real-world examples, get tools and templates, practice skills, and network with public power peers from across the nation.

The Customer Service Management Certificate Program is currently undergoing a revamp and will be relaunched in 2022. To receive the latest information on APPA events, courses and publications, with a customer service focus, you can update your marketing preferences here.

Program Description

Nurturing customer relationships and meeting customer needs are as critical to your utility’s success as keeping the lights on. Customer preferences are evolving, and expectations for instant access to information and support are increasing. As a public power utility, your organization needs the support and goodwill of the communities you serve.

APPA’s Customer Service Management Certification Program provides practical training and guidance on how to build and sustain a culture of outstanding customer service involving all stakeholders—utility employees, governing board members, and city officials. This program explores the mainstays of good customer service and how everyone at your organization can uphold them.

Those who complete the program’s required courses, pass an online exam, and successfully file a customer service assessment or improvement project plan within one year of completing the coursework will earn a Public Power Customer Service Manager certificate.

Who Should Attend

This program focuses on developing a culture of excellence in customer service among all public power utility employees and governing officials. Therefore, while the course content is designed for customer service managers, supervisors, and representatives, the course is also recommended for utility senior managers with cross-departmental responsibilities, governing board representatives, and senior officials.

Supplemental Resources

Attendees in the Customer Service Certificate Program will receive a copy of APPA's Customer Service: Building a Strong Infrastructure for Your Utility publication and the latest Public Power Customer Service Policies Survey Report.


Please contact our Education Department at 202-467-2919 or [email protected].

About the Instructor

Steve VanderMeer, Senior Vice President of Planning and Marketing, Hometown Connections. Steve joined Hometown Connections in 1998 and provides consulting, training and facilitation support to public power utilities and their governing boards. He has worked with a wide range of municipal governments and non-profit organizations on strategic planning, governance, organizational assessments, public participation, market research and customer service issues. He is the author of APPA’s Customer Service: Building a Strong Infrastructure for Your Utility publication. Previously, Steve worked at Fort Collins Utilities where he was the Director of Marketing and Energy Services.

How Can I Participate?

Attend an Education Institute

The Customer Service Management Certificate Program classes are held once a year, in conjunction with one of our seasonal education institutes (spring, or fall), and they provide a great opportunity to network with industry peers from across the nation.

Let Us Come To You!

We can bring our courses to your location at any time—a convenient and cost-effective option for groups of eight or more. This format also allows you to customize course content to address the specific goals that are important to your organization. Check out In-house training options.

Pool Your Resources

Partner with neighboring public power utilities, state and regional associations, or joint action agencies to bring the training to your area. This is a great way to share costs and to secure a location that is within driving distance (ideal for utilities facing strict travel guidelines or joint action agencies looking to add services to their members).

For more information, contact the Education Department on [email protected].