• Cypress Service Center
• Customized & Scalable
• Other CSC Services
• CRM Capabilities

• CSC Training Examples

• Customer Corner

CSC Training Examples

To outline the knowledge base expected of the Cypress CSRs, we have provided a brief listing of training topics utilized in 2004. They include:

Electric Utility Overview	Billing, Meter Reading, Call Center, Field Services
Generation, Distribution, Transmission Regulation / Restructuring Demand Side Management Programs Role of Customer Services	Rate Structure & Billing TOU, CPP and other time based rates Standard Single Family Residential Rate Multi-Family Residential Rate Residential Time of Use Rates Other Commercial, Industrial Metering Access Issues
Efficiency Programs	Efficiency Techniques
Program Types Overview Rebates Qualifi cations for Rebate Market Channel Promotion	Load Control Appliances Lighting Air Conditioning Heating Cooking Weatherization Ventilation Landscape Solar
Customer Service Goals	Listening Skills
Listen First Find a solution Be responsive Communicate goals of programs	Active Interactive Caring