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Louisville Water’s customer service areas were closed for Presidents Day, but the customer service team was hard at work. Instead of taking the day off, employees gathered at company headquarters for a series of training sessions designed to enhance their service skills and deepen their understanding of company operations.
The day began with an interactive session led by Eric Culver from STAT, a Louisville-based firm that provided information on customer interaction strategies. Culver offered valuable insights and techniques to help representatives build stronger relationships with customers and handle challenging situations more effectively.
Following this session, Customer Service Director Megan Hancock delivered an operations update, focusing on an upcoming online feature that will let new customers start their own water service. The agenda then shifted to presentations from guest speakers representing various departments within Louisville Water. For example, dispatchers from the radio room fielded questions about common customer concerns, giving the service team a clearer picture of cross-department collaboration.
Additional presentations addressed a wide range of topics, including field operations, water quality, and Drops of Kindness — Louisville Water and Louisville MSD’s financial assistance program, which supports customers facing difficulties paying their bills. To cap off the day, team members were recognized with awards such as MVP, Tenure, and Good Neighbor, honoring their dedication and positive impact.
By day’s end, participants left with improved interpersonal skills and a stronger grasp of company-wide processes—tools and knowledge they can use to elevate customer experiences and provide high-quality service along with our high-quality water.
