Management

Reactive, Proactive Customer Service
Electric Light & Power customer service e-newsletter

Motivating Employees
Purple Penguin February 2008

What Makes A Satisfied Employee?
Rural Telecommunications January 2008
 
How Did You Do in 2007?
EnergyPulse.net January 2008
 
Raise Your Hand If You Don’t Like Change
Energy Central’s Purple Penguin Human Resources Newsletter December 2007

Extraordinary Service
Electric Light & Power’s Customer Service Newsletter November 2007

Customer Loyalty
EnergyPulse.net September 2007

Staff Meetings
Energy Central’s Purple Penguin Human Resources newsletter August 2007

Internal Communications
The Bulletin August 2007

Customer Service Survey
Electric Light & Power Customer Service Newsletter August 2007

Is Customer Service the North Star of Your Utility?
EnergyPulse.net July 2007

Technology Versus Staff Investment
EnergyPulse.net June 2007

Airlines Offer Great Examples
Energy Central’s Purple Penguin Human Resources Newsletter May 2007

Practice Service Standards
EnergyPulse.net April 2007

The Changing Face of the Future Work Force
Public Power Magazine March 2007

Are You Exceeding Customers’ Expectations?
EnergyPulse.net March 2007

Customer Service Role Model
The Bulletin January 2007

Workplace Change
Energy Central’s Purple Penguin Human Resources Newsletter January 2007

Communication Channels
Energy Central’s Purple Penguin Human Resources Newsletter November 2006
 
Complaints – Who Needs Them?
EnergyPulse.net October 2006

Is Everyone On the Bus?
Rural Telecommunications September-October 2006

Internal Customer Service
Energy Central’s Purple Penguin Human Resources Newsletter August 2006

Target
EnergyPulse,net August 2006

Practice Service Standards
Electric Light & Power Customer Service Newsletter March 2006

Wild Blue Is Here
Electric Light & Power Customer Service Newsletter March 2006

Road Map to Success
The Bulletin January 2006

Puttin’ On the Ritz
EnergyPulse.net January 2006

Are Your Customers Bored?
Electric Light and Power December 2005

Proactive Reactive Service
Energy Pulse November 2005

Strengthen Your Electric Utility Business
Electric Light & Power October 2005

Cross Selling Crash Course
Phone+ October 2005

Poor Internal Communication Can Damage Customer Service
Public Power October 2005

Consistency is the Key to Great Utility Customer Service
Energy Pulse September 2005

How Do Employees' Service Skills Come Across to Customers?
EnergyPulse August 2005

Employee Incentives Can Light A Fire Under Your Sales
Phone+ June 2005 

Employees Place High Value on Being Appreciated
EnergyCentral.com July 2005 and Energy Pulse July 2005

Is Your Web Site A Customer Friendly Marketing Tool?
Public Power Magazine May/June 2005

What Is Customer Loyalty Worth to Your Telco?
Rural Telecommunications  May/June 2005

Can the Pygmalion Effect Boost Your Sales?
Phone + May 2005

Hiring the Right People
EnergyPulse HR March 2005

Customers who say all is "fine" may be waving a red flag
Electric Light and Power January 13, 2005
 
How Did You Do In 2004?
Public Power November/December 2004

If You Aren’t Measuring It, You Aren’t Managing It
Public Power September/October 2004

8 Service Sins Can Drive Utility Customers Away
Northwest Public Power Association September 2004

The Changing Face of the Future Work Force
Rural Telecommunications July/August 2004

Cultivating Teamwork
Public Power July/August 2004

Want More Customers? Training Will Make it Happen
Phone + June 2004

Teamwork Is Important to Success At Utilities; Does It Exist and Flourish At Your Company?
EnergyPulse  5-25-04

Boost Customer Service to a Level of Excellence by Showing Your Employees You Value Them
Energy Pulse  5-7-04

Delight Your Customers
Customer Service Tips and Education April 2004

Disruptive Employees – Are They Killing Your Customer Service?
Public Power  March/April 2004 

If I'm On the Fast Track to Success, Where Is My Road Map?
Energy Pulse 8-6-03

Attitude Adjustment
Rural Telecommunications July/August 2003

To Have a Great Utility Team, Managers Need to Be Skilled Coaches
Energy Pulse May 2003

Does Your Technology Investment Outweigh Your Investment In Staff?
About.com 5-20-02

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