Objective 2
To improve customer service at Customer Service Centres
Customer service training
In 2011, staff at the Customer Service Centres took part in several training courses concerning customer service. These included e-learning programmes related to the new tariff introduced in January, Retail Customer Service procedures, an introduction to the LOGITO system for handling complaints, as well as stress management classes for employees working in debt collection and training in business etiquette. In addition, Customer Service Centre managers participated in ‘Age as an asset’(Z wiekiem na plus) – an EU-sponsored training programme.
E-learning programmes:
- Gaseous fuel tariffs in 2011,
- Retail Customer Service – levels 1 to 9.
(The courses were coordinated by the Customer Service Standards Office at Head Office.)
Training courses at Gas Trading Divisions:
- Security for comprehensive agreements (Pomeranian Gas Trading Division);
- Amendments to the Energy Law (Pomeranian Gas Trading Division);
- VAT invoices in the gas industry – legal and tax aspects (Pomeranian Gas Trading Division and Greater Poland Gas Trading Division);
- Forecast-based billing (Pomeranian Gas Trading Division);
- Comprehensive agreements for sale of gaseous fuel (Pomeranian Gas Trading Division and Greater Poland Gas Trading Division);
- Assertiveness in debt collection (Pomeranian Gas Trading Division, Upper Silesian Gas Trading Division, Carpathian Gas Trading Division, Lower Silesian Gas Trading Division and Greater Poland Gas Trading Division);
- Forecast-based settlement (Pomeranian Gas Trading Division);
- Professional customer service (Greater Poland Gas Trading Division and Upper Silesian Gas Trading Division);
- Efficient team management (Greater Poland Gas Trading Division and Upper Silesian Gas Trading Division);
- Psychology in customer service (Greater Poland Gas Trading Division);
- Stress management methods and controlling emotions in interpersonal relations (Greater Poland Gas Trading Division);
- Negotiations with key customers and sales techniques (Lower Silesian Gas Trading Division);
- PINCASSO (Lower Silesian Gas Trading Division);
- Legal aspects of civil law contracts in the Company (Lower Silesian Gas Trading Division);
- Coping with difficult customers (Lower Silesian Gas Trading Division and Greater Poland Gas Trading Division);
- Key customer assistant (Lower Silesian Gas Trading Division);
- Phone-based customer service (Greater Poland Gas Trading Division);
- Winning customers on a competitive market (Lower Silesian Gas Trading Division, Carpathian Gas Trading Division, Upper Silesian Gas Trading Division and Greater Poland Gas Trading Division);
- Business etiquette (Greater Poland Gas Trading Division);
- Gas units, equipment, key principles related to connection to the gas grid and technical aspects of gas supply (Carpathian Gas Trading Division);
- Energy Law (Carpathian Gas Trading Division)