Customer Service and Public Relations
24 – 25 June 2026, Tirana

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Course Description

Customer Service is one of the key functions of any water supply and sewerage utility. This training course emphasizes the role of customer service and public relations in the success of water utilities. The course has been updated with the latest customer service methods and approaches, reflecting modern practices in customer communication and relationship management. This training course addresses issues related to customer service principles, the impact of customer service organization and personnel on the commercial performance of utilities, customer database management, customer feedback and complaints management, meter reading management, billing, and collection management. Participants will gain the necessary knowledge and skills to cope with daily challenges and improve customer service and public relations within their utilities.

Target Group

This training course has been developed for professionals of water supply and sewerage utilities, and it is especially useful for customer service supervisors, specialists, operators and updaters, press and public relations specialists, supervisors and meter readers.

Objectives of Training Course

At the end of this training course the participants will be able to:

• Understand the importance of offering an excellent customer service;
• Recognize how employee attitude affects customer satisfaction;
• Recognize the elements of bad service and good service;
• Recognize the strategic importance of a dedicated customer service unit in a water utility;
• Recognize the importance of managing customer information;
• Recognize the relationship between the customer database management and responding quickly to customers inquiries;
• Recognize the role of public relations and communications in establishing a good image of the utility;
• Identify the variables that influence customer satisfaction;
• Recognize the importance of customer feedback management;
• Recognize the importance of pro active customer complaints management
• Operate clear procedures of complaints management;
• Recognize the role of meter installation in reducing water consumption and in the commercial performance of water utilities;
• Recognize the importance of having clear procedures in case of non- paying customers;
• Schedule a communication strategy based on citizens needs and in open consultation with them;

–   Use bills as a universal communication tool.

Training Method

The training is based on lectures presented in PowerPoint, combined with discussions and case studies In addition to lectures and discussions, participants will analyze specific case studies.

Training Course Materials

The participants of this training course will be provided with the Training Manual “Customer Service and Public Relations”. In addition, the participants will receive certificates of attendance.

Registration Fee

• Members of SHUKALB: 22,000 ALL/person + VAT.
• Non-members: 25,000 ALL/person+ VAT.

This fee includes course materials, coffee breaks and lunch breaks.

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