HomeMy WebLinkAbout1998-04-15 Agenda Packet - Board (39)
TDPUD STAFF REPORT
April 7, 1998
To: Board of Directors
From: Peter L. Holzmeister
Subject: Customer service training
AGENDA # 5
Debora McDermed from The Vertical Dimension will attend the Board Meeting on Wednesday
evening. You will recall that the District retained her services to help design a training program
for our employees to prepare them for dealing with electric industry deregulation. Our
employees will be called upon to answer question from customers about deregulation and we
want to make certain they are able to answer them. We want to make sure that all employees
have a common idea about deregulation and feel comfortable talking about it. We want to make
sure that employees understand the District’s official position on deregulation issues so that we
all speak a common message.
The first phase of Debora’s scope of service was to interview employees to get an idea of their
current understanding of deregulation. That phase is completed. The second phase is to involve
interviews with customers in order to get an idea of their interests and knowledge of the
industry. The Directors asked Debora to attend a Board meeting before proceeding with phase
two so we could talk more about it. This is what we want to do at this meeting.
Also, the Directors talked about being actively involved in this process. You expressed an
interest in being interviewed and possibly having some training similar to what is being planned
for the employees. At Wednesday’s meeting we would like to pursue this interest further and
make sure you get involved.
What we hope comes out of this agenda item is:
1. Authorization to proceed with the customer interviews.
2. A specific scope of service for Debora to implement which gets the Directors actively
involved in the process.
PLHsmc
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