Customer Service Leadership 2013 Recap

The 2013 Customer Service Leadership Program wrapped up its final session this past month on November 13, 2013. This year’s program had 25 graduates representing utilities from Massachusetts, New Hampshire and Maine. Rockie Blunt, who was the instructor, has been with NEPPA for five years on a regular basis but has offered customer service training in a variety of industries for the past 20 years. This was the third time Rockie conducted this program for NEPPA.

There were three sessions prior to the final session, which all took place at the Littleton Training Center on the following dates:

Session 1: Customer Service in the Public Power Industry on April 23, 2013

Session 2: Communicating with Confidence and Professionalism on May 21, 2013

Session 3: Dealing with Challenging Situations on October 1, 2013

"The program went exceptionally well," said NEPPA trainer Rockie Blunt. "Even though there were months between sessions, every time we got together, the discussion picked up just where it had left off in the previous meeting. Everyone identified their challenges, shared success stories and offered advice for handling difficult situations. The discussions were honest, enthusiastic and compassionate. It was a true team experience."

The following is a list of the graduates and what utility they were from:

Lawrence Bearce from Mass Development/Devens Utility

Julie M. Boardway from Chicopee Municipal Lighting Plant

Lori Boucher from Chicopee Municipal Lighting Plant

Nicole Broderick from Chicopee Municipal Lighting Plant

Judy Cormier from Wolfeboro Municipal Electric Department

Barbara Cronin from Groton Electric Light Department

Jane Dancause from Ashburnham Municipal Light Department

Robin Dimock from Madison Electric Works

Marianne Fabbri from Reading Municipal Light Department

Jonathan Ferreira from Shrewsbury Electric and Cable Operations

Michelle Flynn from Shrewsbury Electric and Cable Operations

Jeanne Foti from Reading Municipal Light Department

Karen Hachey from Mass Development/Devens Utility

Kathleen Heffernan from Hingham Municipal Lighting Plant

Ellen McElroy from Hingham Municipal Lighting Plant

Patty Mellino from Reading Municipal Light Department

Susan Mitchell from Reading Municipal Light Department

Rosanne Murphy from Reading Municipal Light Department

Jacklyn Pinarreta from Taunton Municipal Lighting Plant

Lisa Rudder from North Attleborough Electric Department

Kathleen Rybak from Reading Municipal Light Department

Lynn M. Ryczek from Chicopee Municipal Lighting Plant

Laurie Ann Sylvia from Reading Municipal Light Department

Rachael Thielken from Taunton Municipal Lighting Plant

Carmen Wilkinson from Madison Electric Works