MRAB Customer Service

Question 1

A customer confronts a meter reader and angrily claims their bill is too high. The best response is to:

Accepted Answer

Listen calmly, explain your role, and direct them to contact the utility's billing department

Answer

Argue that the meter is always correct

Answer

Promise to reduce their bill

Answer

Ignore them and walk away

Question 2

When leaving a 'unable to access meter' notice for a customer, the notice should include:

Accepted Answer

Contact information for the utility and instructions on how to provide a self-read or schedule access

Answer

Your personal phone number

Answer

A demand for immediate payment

Answer

Your supervisor's home address

Question 3

A customer asks a meter reader to explain why their electricity usage jumped last month. The meter reader should:

Accepted Answer

State that such questions are best handled by the utility's customer service team, who can access full account history

Answer

Provide a detailed analysis of their electrical appliances

Answer

Tell the customer their meter is broken

Answer

Ignore the question

Question 4

Which of the following behaviors best reflects professionalism when a meter reader is working on a customer's property?

Accepted Answer

Closing and latching any gate opened, leaving the property as found

Answer

Leaving gates open for convenience on the way out

Answer

Moving personal items to access the meter and not replacing them

Answer

Reading the meter from the neighbor's property to save time

Question 5

A customer reports that they believe their meter was not read last month. A professional meter reader should:

Accepted Answer

Check available records for that account and report the concern to a supervisor if confirmed

Answer

Tell the customer they are wrong

Answer

Blame a different employee

Answer

Skip the current month's read to make up for it

Question 6

Meter readers represent the utility company to the public. This means they should:

Accepted Answer

Behave professionally, wear a uniform or ID badge, and act as a positive ambassador for the utility

Answer

Make personal comments about the utility's pricing to customers

Answer

Avoid all customer interaction

Answer

Give customers advice on reducing their bills