case study
Service Consistency & JD Power Recognition
Enterprise-Wide Solutions and Real Results
Client Overview
employees
400+
mission
For 85 years, Clark Public Utilities (a customer-owned, nonprofit Public Utility District) has delivered safe and reliable electric and water service at cost. Affordable rates and exceptional customer service remain core priorities, with a continuous focus on improvement across all operations.
duration
20+ Years
location
Vancouver, Washington
What was keeping our client up at night?
Customer service was strong, but leadership believed it could become exceptional
Customer interactions were inconsistent between representatives
Leaders wanted greater consistency without sacrificing authentic conversations
Customer Service Representatives needed additional tools to confidently de-escalate challenging situations
The organization wanted communication skills that employees could use with customers and each another
Leadership wanted training that would 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.
- How can we continually improve consistency in how our Customer Service Representatives (CSRs) interact with customers while offering the team ways to manage and/or prevent call escalation.
- How can we create a consistent customer experience while allowing each representative to communicate authentically?
- We want to reduce escalation, improve communication, and build a customer service culture that lasts.
The Solution
Pre-training
Wanting to make a measurable impact on their customer service and internal culture, Clark PUD looked to Bonfire Training for ongoing training and support to give CSRs the tools to best communicate with both internal and external customers.
The first step in creating the customer service courses tailored to their needs was for the Bonfire trainer to get to know the group they’d be training. Through a series of pre-training conference calls and other assessments, the trainer identified existing strengths and opportunities for improvement. This allowed Bonfire to develop a customized training plan that included examples specific to Clark PUD, along with group exercises and techniques that could be implemented immediately, followed by a plan for sustaining the training.
Training
Every program is tailored to Clark PUD’s unique environment. Training focuses on practical, immediately applicable skills including active listening, empathy, positive language, navigating difficult conversations, and creating exceptional customer experiences across phone, email and face-to-face channels.
Ongoing and never-ending improvement
Through consistent training each year, Bonfire has helped reinforce and elevate Clark PUD’s service standards. The result is a living culture of service excellence in which employees communicate with confidence, build trust, and deliver consistent yet authentic experiences for every customer and with each other.
What began with a Customer Service Essentials training program has grown into a 20+ year partnership of comprehensive learning that includes leadership development, coaching, conflict resolution, interpersonal communication skills, emotional intelligence, and a cohesive organizational culture.
J.D. Power – Highest in Customer Satisfaction
Throughout this long-term partnership with Bonfire Training, Clark PUD’s level of quality has been recognized nationally. 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
“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.”
Mike McClean | Quality Service Manager
Customer satisfaction surveys over the years continue to show that customers are pleased with their interactions with Clark CSRs—further evidence of the lasting impact of continuous, intentional investment in people.
P.S. Clark PUD is also great at saving cats from trees! Just no J.D. Power award for that yet …
BE YOUR BEST, ON PURPOSE, EVERY TIME.