Clear Water Legacy 

Training Modules

Customer Service in the Post-Walkerton Water Department

Director Approved training curriculum

Trainer:  Sheldon Thomas, qualified training provider meeting requirements of Guidelines 4.2 and 4.3 of O. Reg. 128/04

Course duration:  full day

The course will focus on:
  • The unwritten service contract between the customer and the water department
  • New water customer expectations following the tragic events of the Walkerton water emergency
  • Raising the bar / a new sensitivity to customer needs
  • Stewardship responsibilities of water system operators
  • Operator professionalism
  • Departmental image
  • Customer notification / no surprises
  • The handling of  water ‘sensitive’ consumers
  • Advise regarding "what not to say" during complaint investigations
  • Several related videos

Pre-requisites: Trainees should be engaged in water distribution system operation, or construction; subject is of special value to customer service representatives

Target group: Water distribution management and field staff, contractors, consultants, water utility construction inspectors, and customer service personnel.

Method of Instruction: Power point presentation / discussion / training handout

Written multiple-choice test upon conclusion of training, pass 70%

CEU value: 0.7
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Water Distribution System Operator Training