Ch 7 Customer Flashcards
Customer relations are important during a storm response but are necessarily a lower priority than
Safety and power restoration
Communication btw vegetation managers, contractors, supervisors and workers should be both ______ & ______
Written and verbal
When you’re using the “Hard Bargaining” negotiations principle, you make ______ and ____
concession
Small, incremental
Purchases of equipment or line construction are considered _______
expenses, whereas supply or salaries are considered ____expenses.
capital;
operating
Utilities will experience resistance to the performance of vegetation management work on a customer’s property. This resistance is typically referred to as:
an easement dispute
Effective public relations programs include timely communication of
Industry BMPs
In the U.S., the National Hurricane Center track forecast cone is intended to predict the track of a storm with an accuracy rate of ___ percent.
67%
A measure of the performance of a utility in terms of the length of time customers are off line as a result of a service interruption
customer minutes lost
(CML)
Formula for Customer Minutes Lost (CML):
length of interruptions in minutes X number of customers off line
Issuing press releases that describe upcoming projects &
their importance to quality service are _______
efforts that
can offset negative media coverage
proactive
Repeatedly answering questions that are similar, such as
those that may be asked of a contractor in the field, can lead to
Desensitization
Some customers may not voice their displeasure about VM
directly with the utility, but instead voice their opinion on
social media, leading the utility to________customer
dissatisfaction.
underestimate
To be ________is to be understanding, aware of, & sensitive to the feelings, thoughts, & experiences of others.
Empathetic
Repeated momentary interruptions in the same place due to the same cause:
intermittent faults
Discussions and negotiations with individual customers
Customer relations
