CHALLENGES
California Water Service (Cal Water) is the largest regulated water utility west of the Mississippi River and the third largest in the United States. It serves more than 497,000 customer connections in over 100 California communities. Its customer service team answers customers in writing every day, and many of their questions are technical.
In 2021, Cal Water's customer service leaders set out to build an internal customer service certification program. Strong writing had to be part of it. They needed a writing course that their employees could take at any time, that fit Cal Water's own enrollment and business processes, and that they could track as part of each employee's development.
SOLUTIONS
Cal Water chose our self-paced Customer Service Writing Course with individual instructor feedback, which we customized for their documents. They pre-purchased a block of seats at a volume discount. We set up a custom course link and tracking, and the course connects to Cal Water's learning management system. Employees enroll through their development plans or on a manager's recommendation.
The program grew in stages. In 2022, we built an advanced customer service writing course for employees who complete the first course and qualify for the next level. Cal Water sent us real customer support examples and the questions their team answers most often. We turned weak examples into practice scenarios and strong examples into model answers. The advanced course also adds chat and more on warmth and connecting with customers.
Next, Cal Water added a management track. Their internal management certification helps customer service employees move into leadership roles. Managers take our Executive Summary Writing Course, set up the same way as the customer service courses.
Cal Water has renewed every year since 2021, with nine engagements across three courses.
OUTCOMES
Strong customer service writers rose from 16% to 91%
Before training, 16% of participants rated their customer service writing as a major skill or expert. After training, 91% did. No participant rated themselves a beginner after the course.
Feedback participants could use right away
Every participant rated the instructor's comments helpful or very helpful, and 74% rated them very helpful. All 43 participants said the materials were clear. Participants said they apply what they learned in their everyday interactions with customers.
A partnership that keeps growing
What began as one course for the customer service team is now a three-course program. It covers customer service writing, advanced customer service writing, and executive summary writing for managers. Cal Water adds seats each year as new employees join the program.