AWWA Customer Service Certificate Program
NC AWWA-WEA pleased to sponsor training for customer service professionals in the water and wastewater industry.
This training is also a good introductory class for those entering the water industry as it provides a broad spectrum of
information.
The AWWA Customer Service Certificate Program is designed to offer standardized training to Customer Service
Representatives and other staff of water and wastewater utilities that currently do not have an in-house Customer
Service training curriculum. The Certificate Program consists of 3 courses. The curriculum was developed by AWWA,
Customer Service Professionals and Westin Engineering.
Individuals may take any of the 3 courses. If all 3 are completed a certificate will be issued by American Water Works
Association.
If you would like additional information please contact Kelton Chapman at [email protected] or Linda
Vaughn at [email protected].
COURSE 1
COURSE 2
COURSE 3
Day 1
Day 2
Day 3
Customer Relationship
Building
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Communication Styles
Globalization & Demographics
Listening Skills & Teamwork
Telephone Etiquette
Assertive Responder Skills
The Business of Customer
Service
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Relationships
Customer Diversity and the Water
Utility Service Market
Technology and Customer Service
Effectiveness
The Billing Cycle
The CSR’s Role in Emergency
Preparedness
Water Utility Operation

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Water Quality
Water Conservation
Water Treatment
What is the Media paying attention
to?
Date and Location
All classes are tentatively scheduled 8:30am-5:00pm
February 23-25, 2016
Harnett County Public Utilities
700 McKinney Parkway, Lillington, NC
REFUNDS, SWITCHES & SUBSTITUTIONS
SOCIAL SECURITY NUMBER
Requests for refunds and to switch seminars must be received
in writing at least 5 business days before the event.
NC AWWA-WEA’s event attendance/contact hour tracking
program uses the last 4 digits of your SS# in conjunction with
your license(s) number(s) as a unique identifier to verify who
you are and to communicate to the appropriate agency when
reporting your event attendance/contact hour record. We do
NOT use your partial SS# for any other purpose. Your partial
SS# will NOT be given out to anyone other than the appropriate
reporting agency for your license. If you will not allow us to use
the last 4 digits of your SS#, please indicate “refused” in the
SS# blank. While we will be happy to register you, we cannot
guarantee accurate tracking of your attendance at these events.
Refund request forms may be obtained by calling the NC
AWWA-WEA office at (919) 784-9030 or downloaded from the
Frequent Questions (FAQ) section of our website
(www.ncsafewater.org). A $30 administrative fee will be
charged for all refunds due to attendee cancellation. All refunds
will be made according to the original payment method.
Refunds will not be processed until the conclusion of an event.
Please allow 2-3 weeks after the event to receive your refund.
Substitutions may be made at any point, including during
registration at the event. Please inform us as soon as possible
so that we may have you complete the correct paperwork and
handle any cost differences between members and nonmembers. Please be aware that if you choose to do
substitutions during registration at the event, you will need to
arrive early so that you have enough time to complete the
process before the program begins.
CERTIFICATES OF ATTENDANCE
Certificates of Attendance will be given to attendees who arrive
on-time and stay until the conclusion of the seminar. Each
participant must pick up their own certificate at the conclusion
of the event. NO certificates will be given out early, mailed or
given to another individual.
CONTINUING EDUCATION REQUIREMENTS
Duplicate copies of receipts may be printed by following the link
in the registration confirmation email that you receive. If you
need the NC AWWA-WEA office to print a duplicate receipt it
may take up to five business days to process. A form for
requesting a duplicate receipt may be obtained by visiting the
FAQ/Frequent Questions page of www.ncsafewater.org or by
calling (919) 784-9030.
NC AWWA-WEA uses an electronic card-scanning system to
track attendance. Continuing education credits cannot be
reported unless you give the appropriate license/certification
numbers to NC AWWA-WEA. Please be sure to do BOTH of the
following to insure the accurate reporting of your continuing
education credits.
1. Submit your license numbers during registration using
the registration form or online registration system.
2. Bring your certification card issued by the NCWTFOCB
and/or the NCWPCSOCC to the event.
AWWA Customer Service Training
Registration Form
NC AWWA-WEA
3725 National Drive Suite 217, Raleigh, NC 27612
Phone: (919) 784-9030 Fax (919) 784-9032
INSTRUCTIONS
To submit a registration by fax or mail complete all requested
information on this form and mail or fax to the address or fax
number provided above. Form and payment must be submitted
together. Faxed registrations must be paid by credit card.
Online registration is available at www.ncsafewater.org for
credit card payment.
Dates/Location:
 February 23-25, 2016– Harnett County Public
Utilities
Option 1: Individual Courses
-
$295 each
 Course 1 – Customer Relationship
Building
 Course 2 – The Business of Customer
Service
 Course 3 – Water Utility Operation
Option 2: All 3 courses
- $800
 Courses 1, 2, & 3 – Water Utility
Operation
PERSONAL INFORMATION
Full Name:
________________________________________________
Preferred First Name (for name tag):
___________________________
Last 4 Digits of SS #: ___________
___________
Year of Birth:
How Many Years Have You Worked in the Water/Wastewater
Industry?
 Less than 1
1-5
 11 - 20
 21 - 30
EMPLOYER INFORMATION
 6 - 10
 30+
Employer:
_________________________________________________
Which of the Following BEST Describes Your Employer
 Consulting/Contracting Firm  Educational
 Government Agency
 Manufacturer/Distributor
 Research/Analytical Laboratory
 Retired
 Student
 Unemployed
 Utility
 Other
___________________
CONTACT INFORMATION
Mailing Address ( Home  Work):
___________________________________________________
___________________
City: _____________________
______________
State: _______
Phone: ______________________
_______________________
Zip Code:
Fax:
Email:
___________________________________________________
_
In Which County Do You Live?
_______________________________________________________________
EMERGENCY CONTACT INFORMATION
Name: ____________________________
___________________
Relationship:
Phone: _________________
Email:
____________________________________
LICENSE/CERTIFICATION NUMBERS
NC Wastewater Certification # (issued by NCWPCSOCC):
__________
NC Water Treatment Operator ID # (issued by NCWTFOCB):
________
NC Professional Engineers #: ________________
NC AWWA-WEA Voluntary Maintenance Tech.
Certification:
Class: ________ Certification #:____________
MEMBERSHIP NUMBERS
American Water Works Association (AWWA):
_________________
Water Environment Federation (WEF):
_______________________
NC State Level Association Membership (NC SLAM):
___________
Receipt/Confirmation
Confirmations are EMAILED to the registrant. Confirmations will
only be mailed to the registrant when an email address is not
provided.
If you are registering for an event and do not receive
confirmation of your registration, contact the NC AWWA-WEA
office BEFORE the event to confirm your registration. Refunds
and switches will NOT be granted to attendees who do not
attend an event because they did not receive confirmation of
their registration.
It is the responsibility of the person receiving the
receipt/confirmation to forward as necessary. Duplicate copies
of receipts may be printed from within your profile at
www.ncsafewater.org. If you need the NC AWWA-WEA office to
print a duplicate receipt, it may take up to five business days to
process. A form for requesting a duplicate receipt may be
obtained by visiting www.ncsafewater.org.
Privacy Release
As of January 2015, due to privacy issues,
registration/membership information can no longer be provided
via phone, email, or mail to anyone other than the participant
without prior consent in writing.
To provide prior consent to share information in your profile,
you may choose one of the following methods:
1. You may log into your profile on www.ncsafewater.org and
update the fields referencing Profile Access.
2. You may complete the fields below and we will place the
information in your profile.
Once you approve sharing of your information with the person
named below, that person will have access to all information in
your record. You may revoke or change this consent at any
time in writing by emailing [email protected].
Name of person:
___________________________________________________
__
Phone: _____________________
Email:
_________________________________
I authorize that my information may be shared with the person
named above. I understand that it is my responsibility to
revoke or change this authorization as necessary.
Print Name:
___________________________________________________
_______
Signature:
___________________________________________________
_________
PAYMENT METHOD
 Cash
 Check/Money Order
 Credit Card ( MasterCard/Visa
 American Express)
Credit Card #:
___________________________________________________
_____
Exp. Date: ______________________
___________
3-4 digit code:
Cardholder Name:
______________________________________________
Billing Address (At what address do you receive your credit card
statement):
___________________________________________________
___________________
City: ___________________
_______________
State: ________
Zip Code:
Cardholder Phone:
_________________________________________________
Cardholder Signature:
______________________________________________
I AUTHORIZE NC AWWA-WEA TO CHARGE $ ___________
TO THE CREDIT CARD NUMBER LISTED ABOVE.