RALEIGH, NC — In a step to support North Carolina’s propane companies, the North Carolina Propane Education and Research Foundation (NCPERF), in partnership with the Southeast Propane Alliance Technical Education Center (SEPATEC), hosted a statewide Customer Service Representative (CSR) training series from July 15–18, 2025.
Leading the initiative was Susan Janett, director of Training at Warm Thoughts Communications, who brought her nationally recognized expertise to four cities across North Carolina: Greenville, Raleigh, Graham, and Asheville. Each day featured two hands-on training sessions, equipping front-line personnel with the tools to deliver exceptional customer experiences, strengthen client relationships and improve operational efficiency.
Statewide Impact & Attendance
The training sessions saw high participation from companies throughout the state, with a total of 66 CSR professionals trained during the four-day series.
"We designed this initiative to ensure every customer interaction adds value and builds loyalty," said Susan Janett. "Customer service is the heartbeat of every propane company. It's about creating trust, solving problems quickly and making customers feel heard, whether they're calling with a question or facing an urgent need."
Commitment to Training and Excellence
This training series was part of NCPERF’s 2025 initiative to improve workforce skills and promote consistent, high-quality service across North Carolina’s propane industry. By offering CSR training in multiple regions, both in-person and online, SEPATEC ensured accessibility for companies of all sizes and locations.
“This program is about investing in people,” said John Peña, Director of Education at SEPATEC. “From Greenville to Asheville, we’ve seen enthusiastic engagement from CSR teams who are eager to sharpen their skills and better serve their communities. The turnout exceeded expectations and shows a real commitment to raising the bar in customer service.”
For more information contact John Jessup at SEPA (919) 787-8485 or jjessup@southeastpropane.org. Photos courtesy of the Southeast Propane Alliance.
