Customer Service Certificate Program

The NWPPA Utility Customer Service Certificate is designed to provide comprehensive training for customer and member service representatives at public power utilities. We adjust our class offerings each year to stay current with the issues that are important to you.

We have changed our requirements to make it more convenient for you to earn your certificate:

  • Select and complete six classes from the lists below.
  • You may combine both current and past classes.
  • The classes must be completed within five years.
  • After you have completed your requirement, contact training manager Bonnie McCombs to request your Certificate of Completion.

NWPPA Customer Service Certificate Program

Current Classes for 2015


3 Cs Workshop: Credit/Collections and Customer Service 2.5 days

Diversified Communications (new)

2 days

Electric Utility Systems Operations

2 days

High Bill Inquiries: Building Your HBI Toolkit (new) 2 days

Increasing Collection Effectiveness (new)

2 days

Telephone Excellence (new)

2 days
The Customer Focus

2 days

Understanding Residential Energy Use

2 days

Violence Prevention Skills: Staying Safe and Secure at Work (new) 2 days

Past Classes


Customer Service: Achieving Success Through Common Goals, Working With Challenging Customers (this was formerly two separate classes)

2 days

Advanced Communication Skills for Customer Service Professionals

2 days

Through the Eyes of the Customer

2 days

Internal Customers: Achieving Success Through Common Goals

1 day

Working with Challenging Customers

1 day

Utility Collections: The Complete Process

1.5 days

Telephone Skills for Utility Customer/Member Service


The History of Public Power


For more information, contact Bonnie McCombs at (360) 816-1446 or

Calendar of Events