Chap 7 Questions Flashcards
Most utilities list ____ ____ as a reason for maintaining vegetation, but customers often underestimate the risk.
Public Safety
People with interest or concern in an organization and its decisions are known as _____.
stakeholders
Because of high turnover among contractors who perform vegetation management, safety and basic job skill training tends to have a higher priority than ____ training.
communications
Issuing press releases that describe upcoming projects and their importance to quality service are ____ efforts that can offset negative media coverage.
proactive
____ ____ is a way to ensure that customers know they are being heard and understood.
Active listening
Repeatedly answering questions that are similar, such as those that may be asked of a contractor in the field, can lead to ____.
desensitization
Customer-friendly language should keep ____ to a minimum because it can intimidate customers and confuse the message.
jargon
Some customers may not voice their displeasure about vegetation management directly with the utility company, but instead voice their opinion on social media, leaving the utility to ____ customer dissatisfaction.
underestimate
____ ____ are often released to media outlets to provide specific information that the utility wants to make public.
press releases
Active listening involves all of the following EXCEPT
A) setting aside physical and mental distractions to focus attention on the customer
B) making a genuine effort to hear what the customer is saying
C) being completely quiet while the customer is talking to indicate that you are listening
D) responding by restating the customer’s concerns in your own words
C) being completely quiet while the customer is talking to indicate that you are listening
A utility CEO asks the line maintenance supervisor why so much money is being spent on line clearance when so few outages are caused by trees. Which of the following does this demonstrate?
A) a well-run vegetation management program can be costly to the utility
B) the value added by a vegetation management program may not be understood by all the stakeholders within a utility
C) the line maintenance staff was probably too large
D) there were fewer than average tree-related outages in the area
B) the value added by a vegetation management program may not be understood by all the stakeholders within a utility
You are a vegetation management contractor fielding complaints from a customer on a work site. Which of the following would be the best reply to a customer who questions why a tree is being proved?
A) “my work order says I have to do it”
B) “this would be easier if you just let us get our work done”
C) “this will help ensure uninterrupted service to the homeowners in the area”
D) “I’m only a contractor I don’t make this decision”
C) “this will help ensure uninterrupted service to the homeowners in the area”
All of the following are ways for employees to make a good first impression with customers EXCEPT
A) displaying proper identification
B) wearing a clean company uniform
C) parking vehicles haphazardly
D) using appropriate language.
C) parking vehicles haphazardly
What communication method is most effective for engaging with customers in real-time about utility emergencies? A) printed materials
B) phone calls
C) social media
D) community meetings.
C) social media
