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What do large business customers most want from their utility? Knowing the answer to this question is the first step to improving service to this critical customer segment. A utility account management team must align practices with the priorities of its customers.

E Source conducted a large national survey of business customers during the summer of 2009.

In this webinar, the researchers will discuss the study findings that illustrate the areas where the utility industry is exceeding or falling short of customers' expectations. Instructors will also outline steps to help utility account managers increase customer satisfaction quickly.

This webinar will also focus on utility account management best practices in the areas of department structure, communications, and strategic planning. Industry-wide benchmarks of account management practices will allow you to compare your department alongside industry peers.

Learning Outcomes

• Discuss the aspects of utilities and utility account representatives that large businesses rate as most important. The focus will be on areas within the control of utility employees with a goal of improving business customer satisfaction.
  
• Demonstrate where the industry is over and under-performing relative to customer expectations
  
• Define best practices in structuring your account management department
  
• Explain ways to incorporate large business customer feedback into strategic plans and account representative performance goals

Requirements for Successful Completion of Program

Participants must be logged in to the web conference for its entirety to receive continuing education credit.

Instructional Methods

Web based PowerPoint presentation and on-line interactive question/answer session.

Continuing Education Credits:

EUCI is authorized by IACET to offer up to 0.1 CEUs for this program.