NCPERF, SEPATEC launch statewide CSR training initiative

In a significant 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.

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 frontline personnel with the tools to deliver exceptional customer experiences, strengthen client relationships and improve operational efficiency.

Statewide impact and 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,” says 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,” says 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.

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