CH. 4 Customer Relations Flashcards
The reference points for any exchange of view between the utility arborist and the landowner.
Context
Restating or paraphrasing a message and suspending a response in order to discern the message
Active Listening
Land on either side of a utility line over which the utility has rights of way to maintain clearance; essentially part of the right of way.
Easement
Provide the utility the privilege of installing and maintaining it’s facilities in public roadways.
Franchise Rights
A method of negotiation whereby one party takes a position and will not give way on part of it even if this action disadvantages the other part
Hard bargaining
A process of negotiation whereby both parties concede some ground to reach a mutually acceptable solution.
Interest-based negotiation
The voluntary standards of the NESC adopted by most states and Public Utilities Commission’s as a practical means of safeguarding persons during the installation, operation, or maintenance of electric supply and communication lines and associated equipment
National Electrical Safety Code
The process of exchange of views and offers in order to reach an agreement.
Negotiation
Communication through expression, body language, or other behavior, but without speaking.
Nonverbal communication
Information sent to property owners of the intention of a utility to undertake line clearance work on their trees.
Notification
One party’s interpretation of a point or suggestion made by another party.
Perception
Consent of a property owner for line-clearance work on their property
Permission
A response from a property owner who has not allowed line-clearance work on their property when asked.
Refusal
A method of negotiation in which one party concedes many positions, even to his or her own disadvantage, in order to accommodate the other party.
Soft bargaining
Exchange of information that achieves desired results
Successful Communication
The spoken word or conversation
Verbal communication
Regulations that address and specify minimum clearance distances to be maintained between vegetation and conductors and also address issues pertaining to flammable liquids, hazardous material storage, explosives, and new construction and building operations.
Uniform fire code
Regulations developed by the international Fire Code Institute the address and specify minimum clearance distances and also address proper planning, construction techniques, defensible space, vegetation control, and land uses.
Urban – Wildlife Interface Code
Name the Five important aspects of customer relations that influence the success of a line clearance public relations effort?
Professionalism, accurate information, property rights and respect for property, concern for safety, line clearance practices
Name five factors that affect successful communication related to the line clearance process?
Respect private property, understand that messages have multiple meanings, understand and respond to perception, realize that communication is both verbal and nonverbal, actively listen
In regards to principles of negotiation, utility arborists must carefully and equally balanced two goals, what are they?
Line clearance goal, customer satisfaction goal
Without________, messages can have multiple meanings.
Context
When communicating, a person’s experience and ________will influence how the person reacts.
Perceptions
Communication is both verbal and nonverbal. When a customer is confronted with contradictory information, the person will usually believe the _______message.
Nonverbal
Actively _________can facilitate understanding a customers perceptions and demonstrate the utility representatives sincere interest in the customer.
Listening
__________negotiation uses the best aspects from both hard and soft bargaining.
Interest-based
When trying to negotiate mutually agreeable solutions and gain commitment based on customer interest, the focus should be on________, not on specific individuals.
Issues
Tree replacement programs or an important aspect of many utility customer relations programs and focus on selecting the ________ ________for the___________ _______.
Right tree, right place
Measuring customer satisfaction by the number of________received is a very reactive approach to customer relations.
Complaints
The ________has been adopted by most states and regulatory bodies throughout United States as the recognized document providing safety provisions for those working with or near electric supply equipment.
NESC
Because most electrical lines are located on private property, utilities typically secure _________to facilitate maintenance of their lines.
Easements
Because customers are well-informed and expect professionalism, a _______ is the best utility representative to discuss line clearance with them.
Utility arborist
Contract crew members that dress and conduct themselves professionally will?
Reduce customer concerns about utility work on their property.
Establishing a good customer utility relationship requires.
Listening to an acknowledging the customers concerns about the tree work on his or her property.
An easement agreement typically gives a utility what?
A defined interest and use on the property owned by another party.
Many utilities conduct customer surveys to you?
Measure customer satisfaction
