ISA Utility Specialist (Ch. 7:
Communications)
Without __________, messages can have multiple meanings. - ANScontext
When communicating, a person's experience & __________ will influence how the person
reacts. - ANSperceptions
Communication is both verbal & nonverbal. When a customer is confronted with contradictory
information, the person will usually believe the __________ message. - ANSnonverbal
Actively __________ can facilitate understanding a customer's perceptions and demonstrate the
utility representative's sincere interest in a customer. - ANSlistening
__________ negotiation uses the best aspects from both hard & soft bargaining. -
ANSinterest-based
When trying to negotiate mutually agreeable solutions & gain commitment based on customer
interests, the focus should be on __________, no on specific individuals. - ANSissues
Tree replacement programs are an important aspect of many utility customer relations programs
& focus on selecting: - ANSthe right tree for the right place
Measuring customer satisfaction by the number of __________ received is a very reactive
approach to customer relations. - ANScomplaints
The __________ has been adopted by most states & regulatory bodies throughout the U.S. as
the recognized document providing safety provisions for those working with or near electric
supply equipment. - ANSNESC
(National Electrical Safety Code)
Because most electrical lines are located on private property, utilities typically secure
__________ to facilitate maintenance of their lines. - ANSeasements
Because customers are well-informed & expect professionalism, a __________ __________ is
the best utility representative to discuss line clearance with them. - ANSutility arborist
Contract tree crew members can reduce customer concerns about utility work on their property
by: - ANSdressing & conducting themselves professionally
Communications)
Without __________, messages can have multiple meanings. - ANScontext
When communicating, a person's experience & __________ will influence how the person
reacts. - ANSperceptions
Communication is both verbal & nonverbal. When a customer is confronted with contradictory
information, the person will usually believe the __________ message. - ANSnonverbal
Actively __________ can facilitate understanding a customer's perceptions and demonstrate the
utility representative's sincere interest in a customer. - ANSlistening
__________ negotiation uses the best aspects from both hard & soft bargaining. -
ANSinterest-based
When trying to negotiate mutually agreeable solutions & gain commitment based on customer
interests, the focus should be on __________, no on specific individuals. - ANSissues
Tree replacement programs are an important aspect of many utility customer relations programs
& focus on selecting: - ANSthe right tree for the right place
Measuring customer satisfaction by the number of __________ received is a very reactive
approach to customer relations. - ANScomplaints
The __________ has been adopted by most states & regulatory bodies throughout the U.S. as
the recognized document providing safety provisions for those working with or near electric
supply equipment. - ANSNESC
(National Electrical Safety Code)
Because most electrical lines are located on private property, utilities typically secure
__________ to facilitate maintenance of their lines. - ANSeasements
Because customers are well-informed & expect professionalism, a __________ __________ is
the best utility representative to discuss line clearance with them. - ANSutility arborist
Contract tree crew members can reduce customer concerns about utility work on their property
by: - ANSdressing & conducting themselves professionally
