On 25-26 April 2019, in Tirana, SHUKALB delivered successfully the “Customer Service and Public Relations” Training Course. It was the first time for this training course to be delivered in the framework of the Joint Training Program.
The training was attended by the staff of water supply and sewerage utilities of Shkodra, Lezha, Gramsh and Cerrik, and it was delivered by the trainers Altin Hazizaj, Freelance Consultant and Daniela Gega, Consultant, Valu Add Management Services.
Under the trainers’ guidance, the participants were introduced to topics related to meter reading management, billing and collection management, customer service principles, the impact of customer service practices in the commercial performance of the utilities, customer database management, customer feedback and complaints management etc.
Moreover, the participants were engaged in discussing on the different factors that affect the customer satisfaction within their respective water utility, and they drafted also communication strategies based on the citizen’s needs.
In addition, the participants were engaged in several role playing exercises, to simulate situations between unsatisfied customers and the staff of the water utility during the processing of contract agreements, complaints, as well as the developing of action plans related to communication and public outreach in droughts situations and the celebration of World Water Day.