Customer Service & Community Relations Flashcards

A utility manager is establishing a community advisory committee (CAC). Which group should be MOST represented to ensure balanced community input?

Answer: A cross-section including residential, commercial, environmental, and underserved community representatives

A diverse CAC ensures that a full range of community perspectives informs utility decision-making and builds broader public support.

Under most state utility regulations, what is the minimum advance notice required before disconnecting residential service for non-payment?

Answer: 10 to 15 days

Most state public utility commissions require 10 to 15 days written notice before service disconnection to give customers time to pay or arrange assistance.

A utility employee is asked by a local reporter for comment on a recent water quality incident. The employee should:

Answer: Decline to comment and direct the reporter to the utility's designated public information officer

Media communications should always be channeled through authorized spokespersons to ensure accuracy and consistent messaging.

Which of the following is an example of proactive customer communication in utility management?

Answer: Sending advance alerts about planned maintenance outages via text and email

Proactive communication anticipates customer needs by delivering relevant information before customers need to ask, reducing frustration and call volume.

A utility discovers that a neighborhood's water pressure has been consistently low. Beyond fixing the technical issue, what community relations step is MOST important?

Answer: Notify affected customers of the problem, the cause, the timeline, and what to expect during repairs

Transparent communication about service issues, including the root cause and timeline, demonstrates accountability and reduces customer frustration.

What is the role of the Public Utility Commission (PUC) in customer service matters?

Answer: The PUC sets service quality standards, adjudicates customer complaints, and oversees utility compliance

State PUCs regulate utility service quality through tariff requirements, complaint processes, and enforcement of customer protection rules.

A utility's customer satisfaction scores have declined for three consecutive quarters. What is the MOST effective first action for management?

Answer: Conduct root cause analysis using survey data, call logs, and complaint records to identify systemic issues

Data-driven root cause analysis identifies the actual drivers of dissatisfaction so that resources can be targeted at genuine service improvements.