Customer Service in the Real World: Crisis, Communication, and Connection

Join us for an interactive workshop designed to help you confidently navigate challenging customer interactions during service disruptions. Through real-world scenarios and hands-on activities, you’ll gain practical tools for de-escalation, effective communication, and emotional intelligence.

Whether you’re responding to a crisis or building everyday connections, this session will equip you with the skills to stay calm under pressure, resolve conflict, and create positive outcomes. Don’t miss this opportunity to strengthen your communication skills and connect with others facing similar challenges.

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Registration Deadline: April 30, 2026 (Thursday)
Registration Fees:
    • AWWA Member: $95
    • Non-Members: $120

Agenda (4.75 Contact Hours Available - Pending OEPA Approval)

• 8:00am - 8:20am: Registration/Breakfast
• 8:20am - 8:30am: Welcome/Introductions
• 8:30am - 9:15am: Main Breaks Explored In-depth
• Presenter: 
• Jason Phillips, City of Findlay
• 9:15am - 10:00am: Bridging Generations in the Workplace
• Presenter:
• Shane Derricottee, City of Elyria
• 10:00am - 10:15am: Break
• 10:15am - 11:00am: Emotional Intelligence in the Workplace
• Presenter:
• Tenia Foster, City of Dayton
• 11:00am - 12:00pm: From Tension to Trust: Flipping Tough Conversations
• Presenter:
• Billy Gibson, Delco Water
• Sandi Taylor, City of Dayton 
• 12:00pm - 1:00pm: Lunch
• 1:00pm - 2:30pm: Customer Service RoundTable 
• Presenter:
• Jenny Jaqua, City of Toledo
• Jen Rosemark, Rural Lorain Authority 
• 2:30pm - 3:00pm: Closing Remarks

Click Here to Register