To outline the knowledge base expected of the Cypress CSRs, we have provided a brief listing of training topics utilized in 2004. They include:
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- Generation, Distribution, Transmission
- Regulation / Restructuring
- Demand Side Management Programs
- Role of Customer Services
| - Rate Structure & Billing
- TOU, CPP and other time based rates
- Standard Single Family Residential Rate
- Multi-Family Residential Rate
- Residential Time of Use Rates
- Other Commercial, Industrial
- Metering
- Access Issues
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- Program Types Overview
- Rebates
- Qualifications for Rebate
- Market Channel Promotion
| - Load Control
- Appliances
- Lighting
- Air Conditioning
- Heating
- Cooking
- Weatherization
- Ventilation
- Landscape
- Solar
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- Listen First
- Find a solution
- Be responsive
- Communicate goals of programs
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