Utility Teams. Customer Service Training Built for Essential Services Work.
Power up your frontline with flexible training that keeps your team grounded under pressure.
Training That Works for Busy Utility Teams
Utility customer service teams and field technicians face complex, emotionally charged interactions every day. Whether it’s a high-stress billing call or an in-person service visit where customers may be upset, confused, or caught off guard, your team supports the people who rely on you.
We understand how fast things move — and how important it is to support your team without slowing them down. Bonfire’s customer service and leadership training helps both call center and field staff communicate with clarity, keep conversations steady, and stay grounded under pressure.
Built for the Utility Industry
Bonfire’s training is designed around the real conversations your team manages — from explaining high bills over the phone to delivering difficult news face-to-face during service interruptions or shutoffs. Field visits can be especially contentious, as customers often respond more intensely when the interaction is happening at their front door. We help employees handle these moments with professionalism, calm, and confidence.
Our flexible delivery formats allow you to train every part of your frontline workforce, including field technicians who often have limited scheduling windows or unpredictable workdays.
- Onsite: In-person sessions at your location, tailored to your team’s daily challenges
- Live Remote: Real-time virtual training with experienced facilitators
- On Demand: Self-paced online learning your team can access anytime
- Hybrid: A blended approach that works across schedules and learning styles
No matter how we deliver it, the focus is the same: practical, people-first communication tools your team can use right away to make their calls and face-to-face interactions smoother, and their service level higher.
Why Utility Companies Choose Bonfire
Industry Insight That Makes a Difference
We understand the reality that utility teams face from one hour to the next — emotionally charged interactions, tight schedules, and face-to-face conversations with frustrated customers who rely on you for essential services. Bonfire works with gas, water, and power providers across the country to design training that reflects this complexity and respects your team’s time.
We’ve helped organizations train their teams to navigate difficult conversations with more clarity and control, without slowing operations or adding more stress to the day.
Training That Fits Your Operations
Public utilities operate around the clock and across locations. We offer Onsite, Live Remote, and On Demand delivery options so you can roll out training in a way that works across shifts, teams, or union considerations. Whether you’re onboarding new hires or building on years of experience, we’ll help you deliver training that fits.
Skills That Stick with Your Team
Bonfire’s training is grounded in actual utility scenarios, not abstract theory. Every technique is designed to help CSRs, team leads, and supervisors build habits that ease tension and foster teamwork, leading to more consistent service. Your team walks away with tools they’ll actually use on the next call, face-to-face interaction, and each one after that.
“The real success is the feedback we’ve received from our employees. They appreciate the time invested in their development and they came away with skills they use every day. Bonfire exceeded our expectations.”
Clay County Electric Cooperative Corporation | Utility Provider
Trusted by Utility Providers Nationwide
Bonfire has partnered with energy and infrastructure providers of all sizes across the country, including:
Citizens Energy Group
Clark Public Utilities
Duke Energy
Idaho Power
KAMO Power
PNM (Public Service Company of New Mexico)
Sam Houston Electric
San Francisco Public Utilities Commission
Tacoma Public Utilities
Toho Water Authority
What Happens When You Train With Bonfire
Utility customer service teams face more than a high call volume and tough face-to-face interactions. They handle urgent, emotional conversations with customers who rely on essential services. That’s where Bonfire makes the difference.
Our training goes beyond soft skills. Whether your team is answering calls or managing them, we offer tools that help employees and leaders to stay grounded under pressure, build trust with customers and resolve tough moments through empathy and professionalism.
Here’s what teams like yours have experienced:
Fewer escalated calls
After training with Bonfire, Tacoma Public Utilities saw their team responding more confidently, with less need for supervisor intervention. CSRs learned how to de-escalate early, even in high-stress billing and disconnect conversations.
Shorter call times and better resolution
Citizens Energy Group used Bonfire’s training to equip their team with strategies that helped reduce average handle time while improving customer satisfaction.
A more confident, connected team
Training gave customer service reps language they could use, strategies they could trust, and validation that their work matters. At the San Francisco Public Utilities Commission, teams reported feeling more prepared and supported after completing Bonfire’s program.
Clearer, more consistent service for your customers
Whether delivered in person or online, Bonfire’s training helps teams stay aligned so customers get the same professional, empathetic experience on every call.
What Your Utility Team Will Learn
Clear, Professional Communication
Bonfire helps utility teams explain statements and usage, high bills, or unexpected charges in a way customers can actually understand, especially when emotions are high or confusion is common.
- Break down confusing details without overwhelming the customer
- Keep conversations grounded and steady, even under pressure
- Build credibility and trust through delivery style and word choice
Handling Conflict and De-Escalating Interactions
Shutoff notices and bill disputes can spark tension fast. Bonfire equips reps with tools to manage those moments before they escalate.
- Respond with empathy while staying aligned with policy
- Use language that decreases resistance and increases cooperation
- Stay in control of the conversation while maintaining rapport
Resolving Issues the First Time
Customers don’t want to be transferred or told to call back. Bonfire helps teams deliver confident, complete answers from the start.
- Guide customers through common issues with clarity and care
- Use consistent messaging across teams and systems
- Apply active listening to get to the core issue faster
Elevate Morale and Improve Teamwork
When conversations get easier, confidence grows. Bonfire helps frontline and field teams feel more equipped, aligned, and proud of the service they deliver.
- Improve team cohesion through shared tools, language, and expectations
- Reduce stress and burnout by helping staff feel more successful day-to-day
- Strengthen your organization’s reputation by ensuring consistently great service across every customer interaction
OnDemand Customer Service Essentials for Utility Companies
Train your utility team anytime, anywhere with Bonfire’s OnDemand CSE course, built specifically for overcoming the obstacles customer service reps face in the utility industry.
- Practical service scenarios drawn from utility call centers
- Self-paced modules accessible in Bonfire’s LMS or your own
- Perfect for individuals, teams, or entire departments
- Scalable to support training across shifts and service areas
Help Your Utility Team Do Their Best Work
From frontline service reps to customer experience leaders, your entire utility team to teams in the fold deserves training that reflects the difficult tasks they face and the critical services they deliver. Bonfire’s training programs are designed to reduce stress and burnout, improve team performance, and help your people lead with more confidence.
Choose the delivery format that fits your operations:
- Onsite sessions for immersive team learning
- Live Remote training for virtual teams and multi-site rollouts
- OnDemand courses for anytime, self-paced access
- Hybrid models that bring it all together
We also offer leadership and culture training designed to strengthen internal alignment, support employee retention efforts and prepare managers to lead effectively. Whether you’re starting small or scaling training across departments, we’ll help you find the right fit.
Be Your Best, On Purpose, Every Time
Be able to develop the mindset and skills leaders need to thrive during change and challenges.