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
Which approach to communicating a rate increase is MOST likely to maintain customer trust?
Answer: Send a detailed notice explaining cost drivers, comparison data, and effective date at least 30 days in advance
Advance notice with transparent cost justifications demonstrates accountability and gives customers time to adjust.
A utility's customer satisfaction survey shows that billing clarity is a top complaint. Which improvement BEST addresses this?
Answer: Redesigning the bill to include plain-language explanations and a cost breakdown chart
Plain-language redesigns that clearly explain each charge directly address confusion and reduce billing complaints.
A utility manager is preparing for a community meeting about a new infrastructure project. What should the presentation prioritize?
Answer: Benefits to the community, timeline, potential disruptions, and a Q&A opportunity
Community presentations should balance technical accuracy with accessible information and allow for public dialogue.
Which of the following BEST defines 'public trust' in the context of utility management?
Answer: The confidence communities place in a utility to deliver safe, reliable, and fairly priced services
Public trust reflects the community's belief that the utility operates with integrity, reliability, and fairness.
When handling a call from a non-English-speaking customer, the utility CSR should FIRST:
Answer: Use the utility's language assistance line or a certified interpreter service
Language assistance services ensure equitable access to utility services and comply with Title VI of the Civil Rights Act.
A utility's social media account receives a negative post from a customer alleging unsafe water. The BEST response is to:
Answer: Respond promptly, acknowledge the concern, provide factual information, and direct them to official channels
A prompt, factual, and empathetic public response prevents misinformation from spreading and demonstrates accountability.
Which practice BEST supports accessibility for customers with disabilities when contacting a utility?
Answer: Providing TTY/TDD lines, accessible websites, and in-person accommodations
Multi-modal accessibility options ensure that customers with hearing, vision, or mobility impairments can access utility services equitably.