The “Customer Service and Public Relations” training course was delivered successfully online via Zoom on 15 &16 April 2021. The training was attended by 16 participants covering different functions to include directors and specialists of customer service and public relations departments, as well as finance, commercial and technical departments from the water utilities of Shkodra, Lezha, Kruja, Saranda, Korça, Vlora, Berat-Kuçova, Peqin and Gramsh.
The training was delivered by Arian Gjorga, Expert in the field of Management and Customer Service.
Participants improved their skills and knowledge on a full range of topics covering the customer service and public relations principles such as, the impact of customer service practices in the commercial performance of the utilities, customer database management, customer feedback and complaints management, meter reading management, and billing and collection.
The participants had the opportunity to discuss and exchange with each other their respective water utility practices on different aspects concerning customer satisfaction and engagement. Despite the online format, the participants interacted with the trainer by addressing questions and sharing their experiences which were noted on a flip chart.
The feedback during the training, as well the evaluation results by the participants at the end of the training were very positive, evaluating highly the skills and experience of the trainer, as well as the materials and tools provided in the training, as being very useful for their everyday work.