Customer Service & Community 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 Service & Community Relations flashcards as text
A utility customer calls furious about a bill that is three times higher than normal. What is the FIRST step a customer service representative should take?
Answer: Listen actively and acknowledge the customer's concern before investigating
Active listening and acknowledgment de-escalates the situation and demonstrates respect before moving to problem-solving.
Which federal law requires utilities to provide reasonable accommodations in customer service for individuals with disabilities?
Answer: Americans with Disabilities Act (ADA)
The ADA mandates that public utilities provide equal access and reasonable accommodations for customers with disabilities.
A utility is planning a major pipeline replacement that will disrupt a neighborhood for six weeks. When should community notification ideally begin?
Answer: At least 30 days before work begins
Advance notification of at least 30 days allows residents and businesses to prepare and builds community trust in the utility.
What is the purpose of a Customer Satisfaction Index (CSI) survey administered by a utility?
Answer: To measure customer perceptions and identify service improvement opportunities
CSI surveys provide structured feedback that helps utilities benchmark performance and prioritize customer service improvements.
A non-English-speaking customer contacts a water utility with a service complaint. The utility's best practice response is to:
Answer: Provide interpretation services or translated materials
Title VI of the Civil Rights Act requires federally funded entities to provide meaningful access to services for limited English proficient individuals.
Which of the following BEST describes a utility's 'low-income assistance program'?
Answer: Rate discounts or payment assistance offered to qualifying customers who cannot afford utility bills
Low-income assistance programs make essential utility services affordable while helping utilities maintain payment collections.
A customer disputes a final meter reading after moving out of a residence. The utility's recommended course of action is to:
Answer: Offer a meter re-read or review meter data logs to verify accuracy
Offering a meter re-read demonstrates good faith and ensures billing accuracy, which protects both the customer and the utility.