UMC Customer and Public Relations 2

Question 1

A utility receives a complaint about a planned service interruption that was not announced in advance. What is the BEST immediate response?

Accepted Answer

Apologize, explain the reason for the outage, and provide an estimated restoration time

Answer

Deny responsibility and direct the customer to the contractor

Answer

Tell the customer interruptions are unavoidable and no notice is required

Answer

Escalate the complaint to legal counsel before responding

Question 2

Which type of communication is MOST effective for reaching elderly customers during a water quality advisory?

Accepted Answer

Direct telephone calls combined with mailed notices

Answer

Social media posts only

Answer

Email newsletters

Answer

Mobile push notifications

Question 3

A utility manager wants to build long-term goodwill in the community. Which action BEST supports this goal?

Accepted Answer

Sponsoring water conservation workshops at local schools

Answer

Sending rate increase notices early

Answer

Reducing customer service hours to cut costs

Answer

Limiting public access to facility tours

Question 4

Under the Customer Service Response Time standard, a written complaint typically must receive an initial response within how many business days?

Accepted Answer

5 business days

Answer

1 business day

Answer

10 business days

Answer

30 business days

Question 5

A customer disputes a high water bill and demands to speak with a supervisor. The CSR should FIRST:

Accepted Answer

Acknowledge the concern, document the account details, then offer to transfer or schedule a callback

Answer

Immediately transfer without gathering any information

Answer

Refuse and insist the CSR can handle all issues

Answer

Tell the customer supervisors only handle legal matters

Question 6

Which federal law requires utilities to notify the public when a drinking water contaminant exceeds the Maximum Contaminant Level (MCL)?

Accepted Answer

Safe Drinking Water Act

Answer

Clean Water Act

Answer

National Environmental Policy Act

Answer

Resource Conservation and Recovery Act

Question 7

During a public hearing on a proposed rate increase, a utility spokesperson is confronted with hostile questions. The BEST approach is to:

Accepted Answer

Answer questions calmly with data-backed responses and acknowledge community concerns

Answer

Adjourn the meeting immediately to avoid conflict

Answer

Defer all questions to the legal team

Answer

Announce the rate increase regardless of public input