On 27-28 April 2019, in Tirana, SHUKALB delivered successfully the “Customer Service and Public Relations” Training Course with the participation of the heads and specialists of the Customer Service departments of the Water Supply and Sewerage Companies of Korça, Lezha and Durres. The training was delivered by Arian Gjorga, Expert in the field of Management and Customer Service.
Participants gained sufficient knowledge on key topics such as, customer service principles, customer service organization and staff, information and communication with the public / customer feedback management, customer satisfaction, database management, customer complaints management, meter reading management, billing and collection management, service interruption and disconnection management, the basic guidelines for a good communication plan, and the integration of different types of media into an efficient communication program.
The participants were engaged in several working groups and role playing exercises, to simulate situations between unsatisfied customers and the staff of the water utility during the processing of contract agreements and complaints. The training was highly appreciated by all participants, both for the knowledge shared in practical form and for the discussions, exchange of experiences between the participating utilities and role play.