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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.
Conference Sessions:
How to Talk About Raising Rates
Market forces such as labor costs, materials, equipment, wholesale power and programming costs are squeezing operating margins. How do you communicate the need for a rate increase when consumers already feel the sting of inflationary pricing and manage your message when the truth coupled with data doesn’t shield you from a fiery social media rant? Hear best practices and get ideas from peers.
Madness & Magic: Peer Ideas for Marketing with AI
Dive into wild headlines on how we feel about and interact with AI. We’ll demystify agents and generative AI tools to help you spot the madness and celebrate the magic. Then join lively roundtables where peers share real stories, clever hacks and fresh ideas for using AI to support (not scare!) your story.
Shield Your Story: How to Set Social Tools for Crisis-Ready Communication
Do you have a plan to protect your brand from potential crises? Get proactive measures and tools, emphasizing the pivotal role of social platforms in safeguarding brand integrity. Learn how to bolster your online narrative to ensure readiness, resilience and effective communication when faced with challenges.
Launching a Broadband Brand
Launching a broadband program? Learn what works from your peers. Learn what staff questions to expect and how competition impacts your marketing. Then dive into tips for finding and telling your broadband story, with a focus on broadband benefits, education, progress and celebrations.
Ask Gen Z!
During this fun and fast-paced game-show-style session, panelists buzz in to answer both planned and audience questions. It’s a chance to ask Gen Zers about bill pay, renewables, communication preferences, staff recruitment, price points, internet speeds and more!
More than a Logo: Branding the Customer Journey
Is your customer’s journey to your products and services a smooth ride or full of bumps and roadblocks? Learn about expectations and how to brand the customer journey to deliver engaged and loyal customers.
Building an Effective Digital Advertising Strategy
In a digital-first world, do your messages reach consumers? Learn how to build an effective digital advertising strategy. We cover search engine marketing, targeted social campaigns, the role of value-driven content and the best digital tools to reach consumers and keep the conversation going.
How to Tackle Negative Comments with Solid Storytelling
Outages, high bills or a bad mood can trigger negative social media comments. Learn how storytelling and thoughtful (not defensive!) replies can transform upset commenters into informed consumers. We’ll provide draft procedures and tools, showing how being human can deflate sour situations.
Storytellers:
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VP of Marketing & Member Solutions -
SVP, Member Solutions -
Social Media Content and Account Manager -
SVP, Content -
Senior Brand Storyteller -
Chief Executive Officer -
Director, Social Media Content and Accounts -
Lead Content Editor
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
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.
Instructor:
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Founder
Request training from Pioneer:
Team Experts
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Senior Brand Storyteller
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VP of Marketing & Member Solutions