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."
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
