Util ch 7

  1. Most utilities __ ___ as a reason for maintaining vegetation, but customers often underestimate the risk
    Public safety
  2. People with an interest or concern in an organization and its decision are known as _____
    Stakeholders
  3. Because of high turnover among contractors who perform vegetation management, safety and basic job skill training tends to have a higher priority than ____ training.
    Communications
  4. Issuing press releases that describe upcoming projects and their importance to quality service are. ___ efforts that can offset negative media coverage
    Proactive
  5. __ ___ is a way to ensure that customers know they are being heard and understood.
    Active listening
  6. Repeatedly answering questions that are similar, such as those that may be asked of a contractor in the field, can lead to __
    Desensitization
  7. Customer friendly language should keep ___ to a minimum because it can intimidate customers and confuse the message
    Jargon
  8. Some customers may not voice their displeasure about vegetation management directly with the utility company, but instead voice their opinion on social media, leading the utility to. ____ customer dissatisfaction
    Underestimate
  9. ___ ___ are often released to media outlets to provide specific information that the utility want to make public
    Press release
  10. What communication method is most effective for engaging with customers in real time about utility emergencies
    Social media
Author
btknipe
ID
354024
Card Set
Util ch 7
Description
Updated