One of Pioneer’s founding principles is a commitment to education and training. We help strengthen your communication skills through eBooks, blog posts, and podcasts. But sometimes it helps to dive deeper into a topic. That’s where our trainers help.

“People often say that motivation doesn’t last. Well, neither does bathing — that’s why we recommend it daily.”
— Zig Ziglar

Types of Training

Customer Service Training Program

When we asked friends about training experiences, we heard after the energy and excitement of a day or two of training subsides, old habits quickly return. Our six-week training program corrects those habits, reinforcing or reminding staff members of the new objectives. Training includes:

  • MSR or CSR Survey before the training
  • On-site 3-hour training session for your staff
  • Daily email refreshers and tips for the week after the session
  • Weekly email refreshers and tips for weeks 2 through 6 after the session
  • Biweekly check-in calls between the trainer and the MSR/CSR Manager for 6 weeks
  • Six-week MSR or CSR Survey
  • Follow-up webinar 6 weeks after initial session
  • Optional secret shopper program after the fiber launch
  • Optional recorded call evaluation
Staff Energy Efficiency Training

Invest one day to boost the overall energy knowledge of your employees and provide them the tools they need to be better in their jobs. Our one-day course is designed to empower everyone – from customer service representatives and front-line staff to program managers and critical support staff – to become trusted energy partners in your community.

We focus on:

  • Defining your role as utility employees in this rapidly changing industry
  • Increasing your knowledge of energy and electricity
  • Increasing your knowledge of residential appliances and other energy-consuming equipment found in the home
  • Understanding how customer behavior affects energy use
  • Identifying and debunking common energy myths
  • Strategies and techniques for handling high bill complaints
  • Understanding customer energy use profiles
  • Applying the knowledge you’ve gained to help customers better understand and manage their energy use.


Storytelling Tips
Andy Johns shares how storytelling drives engagement.

When we’re not helping tell your story and market your services, we love to join Utility Pioneers at regional and national conferences and workshops. Our team of storytellers offer several one-hour best practice sessions on:

  • Social Media
  • Writing
  • Marketing

For a list of sample sessions and descriptions, email us.