CH. 4 Customer Relations

Question 0

The reference points for any exchange of view between the utility arborist and the landowner.

Answer 0

Context

Question 1

Restating or paraphrasing a message and suspending a response in order to discern the message

Answer 1

Active Listening

Question 2

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.

Answer 2

Easement

Question 3

Provide the utility the privilege of installing and maintaining it’s facilities in public roadways.

Answer 3

Franchise Rights

Question 4

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

Answer 4

Hard bargaining

Question 5

A process of negotiation whereby both parties concede some ground to reach a mutually acceptable solution.

Answer 5

Interest-based negotiation

Question 6

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

Answer 6

National Electrical Safety Code

Question 7

The process of exchange of views and offers in order to reach an agreement.

Answer 7

Negotiation

Question 8

Communication through expression, body language, or other behavior, but without speaking.

Answer 8

Nonverbal communication

Question 9

Information sent to property owners of the intention of a utility to undertake line clearance work on their trees.

Answer 9

Notification

Question 10

One party’s interpretation of a point or suggestion made by another party.

Answer 10

Perception

Question 11

Consent of a property owner for line-clearance work on their property

Answer 11

Permission

Question 12

A response from a property owner who has not allowed line-clearance work on their property when asked.

Answer 12

Refusal

Question 13

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.

Answer 13

Soft bargaining

Question 14

Exchange of information that achieves desired results

Answer 14

Successful Communication

Question 15

The spoken word or conversation

Answer 15

Verbal communication

Question 16

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.

Answer 16

Uniform fire code

Question 17

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.

Answer 17

Urban – Wildlife Interface Code

Question 18

Name the Five important aspects of customer relations that influence the success of a line clearance public relations effort?

Answer 18

Professionalism, accurate information, property rights and respect for property, concern for safety, line clearance practices

Question 19

Name five factors that affect successful communication related to the line clearance process?

Answer 19

Respect private property, understand that messages have multiple meanings, understand and respond to perception, realize that communication is both verbal and nonverbal, actively listen

Question 20

In regards to principles of negotiation, utility arborists must carefully and equally balanced two goals, what are they?

Answer 20

Line clearance goal, customer satisfaction goal

Question 21

Without________, messages can have multiple meanings.

Answer 21

Context

Question 22

When communicating, a person’s experience and ________will influence how the person reacts.

Answer 22

Perceptions

Question 23

Communication is both verbal and nonverbal. When a customer is confronted with contradictory information, the person will usually believe the _______message.

Answer 23

Nonverbal

Question 24

Actively _________can facilitate understanding a customers perceptions and demonstrate the utility representatives sincere interest in the customer.

Answer 24

Listening

Question 25

__________negotiation uses the best aspects from both hard and soft bargaining.

Answer 25

Interest-based

Question 26

When trying to negotiate mutually agreeable solutions and gain commitment based on customer interest, the focus should be on________, not on specific individuals.

Answer 26

Issues

Question 27

Tree replacement programs or an important aspect of many utility customer relations programs and focus on selecting the ________ ________for the___________ _______.

Answer 27

Right tree, right place

Question 28

Measuring customer satisfaction by the number of________received is a very reactive approach to customer relations.

Answer 28

Complaints

Question 29

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.

Answer 29

NESC

Question 30

Because most electrical lines are located on private property, utilities typically secure _________to facilitate maintenance of their lines.

Answer 30

Easements

Question 31

Because customers are well-informed and expect professionalism, a _______ is the best utility representative to discuss line clearance with them.

Answer 31

Utility arborist

Question 32

Contract crew members that dress and conduct themselves professionally will?

Answer 32

Reduce customer concerns about utility work on their property.

Question 33

Establishing a good customer utility relationship requires.

Answer 33

Listening to an acknowledging the customers concerns about the tree work on his or her property.

Question 34

An easement agreement typically gives a utility what?

Answer 34

A defined interest and use on the property owned by another party.

Question 35

Many utilities conduct customer surveys to you?

Answer 35

Measure customer satisfaction