Customer and Public Relations Flashcards
7 cards from real UMC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer and Public Relations flashcards as text
A utility receives a complaint about a planned service interruption that was not announced in advance. What is the BEST immediate response?
Answer: Apologize, explain the reason for the outage, and provide an estimated restoration time
Acknowledging the inconvenience, explaining the cause, and providing a timeline demonstrates accountability and maintains customer trust.
Which type of communication is MOST effective for reaching elderly customers during a water quality advisory?
Answer: Direct telephone calls combined with mailed notices
Elderly customers are more reliably reached through telephone and physical mail than digital channels.
A utility manager wants to build long-term goodwill in the community. Which action BEST supports this goal?
Answer: Sponsoring water conservation workshops at local schools
Community education programs demonstrate commitment to public welfare and build lasting positive relationships.
Under the Customer Service Response Time standard, a written complaint typically must receive an initial response within how many business days?
Answer: 5 business days
Most utility regulations and best-practice standards require an initial written response within 5 business days.
A customer disputes a high water bill and demands to speak with a supervisor. The CSR should FIRST:
Answer: Acknowledge the concern, document the account details, then offer to transfer or schedule a callback
Gathering account information before escalation ensures the supervisor can resolve the issue efficiently without delay.
Which federal law requires utilities to notify the public when a drinking water contaminant exceeds the Maximum Contaminant Level (MCL)?
Answer: Safe Drinking Water Act
The Safe Drinking Water Act mandates public notification when MCLs are exceeded to protect public health.
During a public hearing on a proposed rate increase, a utility spokesperson is confronted with hostile questions. The BEST approach is to:
Answer: Answer questions calmly with data-backed responses and acknowledge community concerns
Calm, fact-based responses that acknowledge public concerns demonstrate respect and build credibility in contentious situations.