UMC Customer and Public Relations 3

Question 1

A utility's call center experiences a spike in calls after a major main break. Which strategy BEST manages customer expectations during this event?

Accepted Answer

Activate an automated outage hotline with status updates every 30 minutes

Answer

An automated hotline with regular updates reduces call volume while keeping customers informed during emergencies.

Question 2

Which metric is MOST useful for evaluating the effectiveness of a utility's customer service department?

Accepted Answer

First Contact Resolution (FCR) rate

Answer

FCR measures how often customer issues are resolved on the first interaction, directly reflecting service quality.

Question 3

A low-income customer cannot pay their water bill and faces disconnection. Which utility program MOST directly addresses this situation?

Accepted Answer

Low-Income Customer Assistance Program (CAP)

Answer

Customer Assistance Programs are specifically designed to help low-income households maintain access to essential utility services.

Question 4

A utility issues a boil-water advisory. Which communication channel should be used FIRST to ensure the fastest broad reach?

Accepted Answer

Emergency alert system (EAS) broadcast

Answer

The Emergency Alert System reaches the broadest audience the fastest during public health emergencies.

Question 5

A utility's public relations team wants to increase customer satisfaction scores. Which action is LEAST likely to achieve this goal?

Accepted Answer

Increasing connection fees without notice

Answer

Unexplained fee increases typically damage customer trust and lower satisfaction scores.

(UMC) Utility Management Certification Practice Test