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Case study · Utility
Service consistency and J.D. Power recognition.
What began with Customer Service Essentials grew into a 20+ year partnership, and a utility ranked highest in customer satisfaction in 17 of the past 18 years.
Client overview
Clark Public Utilities
A customer-owned, nonprofit Public Utility District delivering safe, reliable electric and water service at cost for 85 years.
What was keeping our client up at night?
- Customer service was strong, but leadership believed it could be exceptional
- Customer interactions were inconsistent between representatives
- Leaders wanted more consistency without losing authentic conversations
- CSRs needed more tools to confidently de-escalate challenging situations
- They wanted communication skills employees could use with customers and each other
- Training needed to strengthen both customer satisfaction and workplace culture
The ask
“After many years of successfully serving customers, what could we be doing to make the customers’ experience even better?”
- Improve consistency while offering ways to manage and prevent escalation
- Keep every representative’s voice authentic
- Reduce escalation and build a service culture that lasts
The solution.
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01
Pre-training
Clark PUD wanted a measurable impact on customer service and internal culture. Through pre-training calls and assessments, the Bonfire trainer got to know the group, its strengths and its opportunities, and tailored every course to them.
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02
Training
Every program is tailored to Clark PUD’s environment, focused on immediately applicable skills across phone, email and face-to-face channels.
- Active listening and empathy
- Positive language
- Navigating difficult conversations
- Creating exceptional customer experiences
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03
Ongoing improvement
Consistent training every year has reinforced and elevated Clark PUD’s service standards into a living culture where employees communicate with confidence and deliver consistent yet authentic experiences.
The partnership has grown to include leadership development, coaching, conflict resolution, interpersonal communication, emotional intelligence and organizational culture.
Real results.
Customer satisfaction surveys over the years continue to show that customers are pleased with their interactions with Clark PUD CSRs, further evidence of the lasting impact of continuous, intentional investment in people.
Long-term results
J.D. Power: highest in customer satisfaction
Clark Public Utilities has ranked highest in residential customer satisfaction among midsize electricity providers in the Western United States in 17 of the past 18 years in the J.D. Power U.S. Electric Utility Residential Customer Satisfaction Study.
Key outcomes
- Streamlined, more effective communication
- CSRs with authentic individual styles who became more empathetic and consistent
- Shorter call times, so more customers are served at high quality
- Sustained J.D. Power recognition for customer satisfaction
“In essence, Bonfire’s communication principles have been incorporated into our culture of service. Employees also use these skills outside of the workplace, which helps in their daily lives. This has contributed to a less stressful work environment because the training actually works, and employees feel comfortable and confident when working with customers. We credit much of that success to our long-term investment in Bonfire Training.”
Just for fun
P.S. Clark PUD is also great at saving cats from trees. Just no J.D. Power award for that yet.
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