Chapter 4: Customer Relations Flashcards
1
Q
communication
A
a process of information exchange between individuals through a common system of symbols, signs, or behaviors
2
Q
successful communication
A
exchange of information (between individuals through a common system of symbols, signs, or behaviors) that achieves desired results
3
Q
customer service
A
the foundation on which all successful business stands
4
Q
How to improve a utility’s image?
A
begin with efforts to improve the quality of its customer relations approach
5
Q
What is the primary focus of a utility vegetation management program?
A
to facilitate safe and reliable electric service in a cost-effective manner; manage vegetation that threatens the reliability or safety of the electrical system; complete vegetation maintenance in a cost-effective manner that is consistent with accepted industry practices and responsible stewardship of the environment
6
Q
What is the objective of prenotification?
A
to inform the customer of what is planned and why; must include explaining and discussing vegetation management plans with the customers whose property is affected so that they understand the need and plans if it is to be successful communication
7
Q
permission
A
consent of a property owner for line-clearance work on the trees on his or her property
8
Q
notification
A
information sent to property owners of the intention of a utility to undertake line clearance work to their trees; considered a courtesy and allows customers to obtain additional information by contacting a utility representative if desired
9
Q
Examples of advance notification types
A
bill stuffer, newspaper advertisements, radio announcements, advance mailers, personal contact, or door hangers
10
Q
What notification method is preferred by customers?
A
personal contact
11
Q
negotiation
A
the process of exchange of views and offers in order to reach an agreement
12
Q
What are the important aspects of customer relations?
A
- professionalism
- accurate information
- property rights and respect for property
- concern for safety
- line-clearance practices
13
Q
Importance of professionalism
A
contract line-clearance personnel are viewed as representatives of the utility; professionalism in appearance and action; communication should emphasize the commitment to properly perform line-clearance work while keeping the customer satisfied
14
Q
What influences the customer’s first impression of line-clearance personnel?
A
appearance
15
Q
What type of accurate information do customers want?
A
what type of vegetation maintenance work will be conducted, when the work is scheduled to be completed, who will perform the work, why the work must be completed, and how the work is to be done; other applicable information includes public safety issues, service reliability statistics, legal compliance concerns as they relate to utility vegetation management
16
Q
How to build respect and credibility with a customer?
A
demonstrating knowledge (accurate information) is the best way to build respect and credibility with a customer
17
Q
What must utility representatives remember about the land upon which line clearance work occurs?
A
it is someone else’s property; the success or failure of a line-clearance-related customer encounter can depend on a utility representative’s understanding of what it means to work on private property; representative must appreciate the responsibility associated with working on private property; property owner may see utility representative as some sort of intruder and feel threatened and a need to protect his/her territory
18
Q
What type of public safety issues should line-clearance personnel be able to communicate with customers?
A
conductivity, electrocution, downed wires, outages, and fire; public and personal safety issues associated with performing vegetation management work
19
Q
What general line-clearance practices should line-clearance personnel should understand?
A
- reasons for line clearance, including risk assessment
- knowledgable about effective vegetation management methods and practices
- sound understanding of arboriculture as it relates to utility vegetation management (endorsing and implementing proper line-clearance practices are important to customer relations and achieving a cost-effective vegetation management program)
20
Q
Benefits of notifying customers in advance of line-clearance work
A
- provides excellent opportunities to increase the public’s understanding of the critical aspects of utility vegetation management
- allows customer to obtain additional information by contacting a utility representative if desired
21
Q
What are the important principles of communication while explaining the necessity of line-clearance work?
A
- respect private property
- understand that messages have multiple meanings
- understand and respond to perception
- realize that communication is both verbal and nonverbal
- actively listen
22
Q
Important reminders for utility representatives to demonstrate respect for the customer’s private property
A
- clearly identify themselves to the customers with a badge or similar documentation and by stating their name, their position, the utility they represent, and the purpose of the visit
- demonstrate respect for private property by asking where it is okay to park, where it is okay to walk in the yard, and if you can use their trash can
23
Q
What do we consider when communicating with one another?
A
- what the person is saying
- what his/her intention is
- what his/her message actually means
24
Q
context
A
the reference points for any exchange of view between the utility arborist and the landowner; devoid of context, messages have no singular meaning
25
forms of context to consider
- physical environment (public sidewalk v. the customer's backyard)
- social activity (casual conversation, seeking permission, or notifying a customer)
- communicator attitudes (emotional, tentative, pleasant)
- social roles (supervisor, coworker, client, customer)
- relational history (no previous experience or a bad previous experience of line-clearance work on the customer's property)
26
perception
one party's interpretation of a point or suggestion made by another party; influences how someone reacts
27
What is the key to successful communication and customer relations?
understanding and responding to the perceptions of the customer; respect perceptions even if you don't agree with them and avoid reacting defensively
28
What does effective communication depend on?
- what is said
- how it is said
- the reaction to what is said
29
nonverbal communication
communication through expression, body language, or other behavior, but without speaking
30
mixed message
saying one thing but contradicting by doing something else; when a customer is confronted with a contradictory action, he/she will typically believe the nonverbal message or behavior over the verbal message; actions speak louder than words; want verbal and nonverbal to be in sync with each other
31
verbal communication
the spoken word or conversation
32
active listening
restating or paraphrasing a message and suspending a response in order to discern the message; involves restating or paraphrasing the message and temporarily suspending a response to what someone is saying in order to discern what the customer means
33
What is the purpose of active listening skills?
facilitates a more accurate understanding of the customer's perspective and demonstrates to the customer that the utility representative is sincerely trying to see things from the customer's perspective
34
What are some guidelines for active listening?
- do not immediately agree or disagree with the customer's perspective; show understanding instead; ask "do you mean that" and "if I understand you correcting you feel that"
- after summarizing what is understood, give the customer a chance to agree or disagree with the perceived understanding
- wait out pauses to encourage the customer to say all that may be on his or her mind; do not rush to fill in any silent portions of the conversation
- place a greater emphasis on listening; let the customer vent his/her frustrations for a period of time without interjecting
- ask open-ended questions to encourage the customer to clarify his or her perspective
35
What are the goals of a utility?
1. line-clearance goal
2. customer satisfaction goal
must equally balance to succeed in the competitive utility market/industry
36
line-clearance goal
to achieve adequate clearance to ensure safe and reliable electric service; achieving this goal is a function of the utility's vegetation management program as well as an individual utility arborist's knowledge, expertise, and experience
37
customer satisfaction goal
to leave customers satisfied (to the optimal extent possible); accomplishing this goal is a function of the way a utility arborist communicates and negotiates
38
What are the various approaches to negotiation?
- hard bargaining
- soft bargaining
- interest-based negotiation
39
What does effective negotiation depend on?
carefully planned bargaining strategy that incorporates certain elements or limits; traditional bargaining model was developed to deal with the distribution of scarce resources and protection of self-interest
40
hard bargaining
a method of negotiation whereby one party takes a position and will not give way on part of it even if this action disadvantages the other party
41
Steps of hard bargaining
- identify a target point, the best possible outcome one hopes to achieve
- identifies a resistance point or bottom line, the worst position one is willing to concede
- utilizes persuasion to reach a settlement that is as close as possible to one's target point without going below the resistance point
42
basic principles of hard-bargaining
- making extreme initial offers
- making small, incremental concessions - and not being the first to give ground on the initial offer
- expecting and demanding reciprocal concessions
43
Pros and Cons of hard bargaining
Pros: can facilitate achieving the line-clearance goal
Cons: typically compromises achieving the customer satisfaction goal; assumes that for every gain the utility makes the customer must lose; often entails arm-twisting when the customer is slow to accept the line-clearance position
44
soft bargaining
a method of negotiation in which one party concedes many positions, even to his or her own disadvantage, in order to accommodate the other party; a gentler approach to negotiation
45
What is the primary objective of soft bargaining?
preserving the relationship with the other party, not gaining more than one gives up; typically involves agreeing to whatever one feels necessary to avoid further conflict or confrontation
46
basic principles of soft-bargaining
- reaching an agreement as quickly and as painlessly as possible
- making concessions to maintain or foster the relationship
- accepting as large a loss as necessary
47
Pros and Cons of soft bargaining
Pros: facilitates agreement with a customer in order to avoid conflict because the emphasis is on preserving the relationship
Cons: the customer usually wins; helps achieve the customer satisfaction goal but fails to accomplish the line-clearance goal
48
ineffective line-clearance negotiation techniques
hard bargaining and soft bargaining
49
interest-based negotiation
a process of negotiation whereby both parties concede some ground to reach a mutually acceptable solution; combines the best of hard and soft bargaining approaches by being hard on issues and soft on customers
50
What are the basic principles related to interest-based negotiations?
- separating the people from the problem
- focusing on interests, not positions
- inventing options for mutual gain
- insisting on using objective criteria
51
effective line-clearance negotiation technique
interest-based negotiation; offers utility arborists a way to achieve both the line-clearance goal and the customer satisfaction goal
52
What are the stages of interest-based negotiations to facilitate successful resolution during the line-clearance encounter?
1. define the line-clearance interests
2. identify the problem
3. determine the customer's interests
4. gain commitment based on interests
5. develop workable solutions
53
What is the difference between a goal/interest v. position?
an interest is the reason that outcome is desired (facilitate electric service reliability, safety, and tree health); a position is a tangible outcome (removing X trees, obtaining X ft clearance on X trees); begin committed to the goals, not to a position; focusing on interests provides more flexibility than focusing on a position
54
What steps should be taken before speaking with the customer to define the line-clearance interests?
- examine the property before speaking with the property owner
- define the line-clearance interests (including, but not limited to, service reliability, tree heath, public safety, liability, and legal responsibility)
- identify the optimal solution(s) to meet the line-clearance goal
- identify a range of line-clearance options to meet possible customer interests
55
How to describe the line-clearance situation?
clearly and objectively; solution should be perceived as impartial rather than the product of the utility's self interest
56
How to communicate with the customer on site when identifying the problem?
- identify and state the problem ("the power lines need to be clear of tree branches")
- provide accurate and comprehensive information to ensure that the customer clearly understands line-clearance interests ("those are low-voltage secondary wires, they do not require the same clearance as the high voltage primary wires in your backyard")
- identify the ideal solution from a line-clearance perspective ("to establish a safe distance around the high-voltage wires this oak tree will be pruned back 10 ft away from the lines")
57
What do you do after you have described the line-clearance situation to the customer and identified an ideal solution in interest-based negotiation?
identify the customer's interests; should demonstrate that the ideal solution is consistent with his or her interests or facilitate a solution that addresses both the utility and the customer's interests
58
How to identify customer's interests?
- actively listen to identify a customer's key interests
- try to understand customer perceptions, monitor his/her emotions, and communicate effectively
- do not react defensively to emotional outbursts; respond calmly and allow the customer to talk through his/her emotional concerns
- identify the interest that generates the emotion and address it
- inform the customer that his/her perspective is understandable; line-clearance personnel should confirm their understanding of the customer's perspective and ask for clarification if it is not understood
- restate the customer's concerns for clarification
- be mindful of customer problems and perceptions
- be honest with customers and address their concerns directly
- communicate applicable line-clearance interests and acknowledge the customer's interests as part of the greater issue
59
What do you do if a customer becomes abusive and unreasonable?
politely leave the customer encounter all together
60
What are the steps in gaining commitment based upon interests?
- focus on the issue, not the person
- ask questions rather than making statements, assertions, or assumptions
- if the customer takes an unacceptable position, advise the customer what might happen as a result of not achieving adequate line clearance
- build small, interest-based commitments into larger ones
61
What do you do after you have established a commitment involving shared interests in interest-based negotiation?
develop workable solutions based on these interests
62
What should you consider when developing workable solutions in interest-based negotiation?
- work from an interest based commitment toward a mutually agreeable solution
- develop options that address key interests that also might accommodate secondary interests
- offer multiple solutions
63
What do you do once commitments are gained and working solutions are identified in interest-based negotiation?
emphasize these commitments in each new situation; assumptions of cooperation based on previous decisions will reinforce previous commitments and gain working support as the line-clearance encounter progresses
64
What should effective long-term public relations programs and campaigns do?
primarily communicate accurate information on a utility's responsibility to provide safe and reliable electric service; provide information on industry best practices related to proper arboricultural techniques, integrated vegetation management practices, the use of herbicides and tree growth regulators, and any applicable laws and regulations related to utility vegetation management
65
information distribution methods
brochures, newspaper advertisements, radio announcements, television commercials, bill inserts, and newsletters disseminate program-related information
66
Who should be involved in public relations efforts?
local public, civic, and academic organizations, and utility representatives
67
Where might a utility representative present vegetation management ideas?
landscape architecture class, city council meetings, nursery organizations, Arbor Day celebrations; communicate a commitment to proper tree care while providing an opportunity to communicate line-clearance program objectives
68
Right Tree, Right Place
selecting replacement trees that will not interfere with overhead conductors; promoted by utilities in addition to correct tree planting and proper ongoing maintenance methods; selecting native or landscape trees and plant species with low mature heights compatible with overhead power lines
69
Benefits of right tree, right place
proper selection of trees for planting near power lines reduces fire hazards; limits or, in some instances, eliminates the need for frequent line-clearance activities; increases property value; and adds aesthetic beauty to any community
70
tree replacement programs
typically offer individual customers vouchers for low-growing tree and plant species that are suitable for planting near overhead electrical conductors as an incentive to allow the utility to remove problematic trees
71
Benefits of tree replacement programs
enhance community relations; tree removal efforts can significantly reduce a utility's long-term line-clearance costs
72
Benefits of providing ongoing employee training and development
educates employees on proper pruning techniques, proper long-term maintenance practices, and customer relations and negotiation skills; motivates employees, implement best practices, and ensure program effectiveness
73
How to measure customer satisfaction?
by number of complaints received (there may be 5 dissatisfied customers for every one that phones the utility with a complaint) or by conducting customer satisfaction surveys
74
What does a typical customer satisfaction survey query customers on?
- professionalism of line-clearance personnel
- clarity of communication regarding line-clearance work to be performed
- productivity of line-clearance personnel
- line-clearance personnel safety
- condition of property following line-clearance work
75
How to determine the course of action necessary to effectively manage vegetation and customer satisfaction in legal situations?
analysis of the circumstances and facts coupled with a utility's rights and obligations in accordance with applicable local, state, and federal laws will determine the course of action; every situation has its own unique problems, obligations, and history
76
National Electrical Safety Code
NESC; the voluntary standards of the NESC adopted by most states and public utility commissions as a practical means of safeguarding persons during the installation, operation, or maintenance of electric supply and communication lines and associated equipment; recognized by regulatory agencies throughout the United States; contains basic provisions that are considered the minimum necessary for the safety of all employees and the public under the specified conditions
77
What is included in the NESC?
the National Electrical Safety Code covers supply and communication lines, equipment, and associated work practices employed by public or private electric supply companies, telecommunications companies, railways, or similar companies in the exercise of their function as utilities
78
NESC Rule 218
1. trees that may interfere with underground supply conductors should be trimmed or removed (Note: normal tree growth, the combined movement of trees and conductors under adverse weather conditions, voltage, and sagging of conductors at elevated temperatures are among the factors to be considered in determining the extent of the trimming required)
2. where trimming or removal is not practical, the conductor should be separated from the tree with suitable materials or devices to avoid conductor damage by abrasion and grounding of the circuit through the tree
79
What are the two most commonly encountered model fire codes?
- Uniform Fire Code (UFC)
| - Urban-Wildland Interface Code (UWIC)
80
Uniform Fire Code
UFC; regulations that address and specify minimum clearance distances to be maintained between vegetation and conductors and also address issues pertaining to flammable liquids, hazardous materials storage, explosives, and new construction and building operations; adopted by many governments in an effort to protect the public from fire and explosions
81
Why was the UFC designed?
the Uniform Fire Code was designed to address the complex challenges associated with fire prevention, fire protection, and public safety
82
What clearance between high-voltage conductors and vegetation does the UFC require at all times?
Uniform Fire Code currently requires 6 inches of clearance; used to require 4 ft of clearance, but it was not realistic and was difficult to enforce
83
Urban-Wildland Interface Code
UWIC; regulations developed by the International Fire Code Institute that address and specify minimum clearance distances and also address proper planting, construction techniques, defensible space, vegetation control, and land uses; prescribes regulations to mitigate the hazard to life and property from intrusion of fire from wildland fire exposures, fire exposures from adjacent structures, and prevention of structure fires from spreading to wildland fuels
84
Who developed the UWIC?
the International Fire Code Institute (IFCI) developed the Urban-Wildland Interface Code to address complex issues
85
What are the UWIC utility vegetation management-related provisions?
- in order to facilitate right tree, right place practices, an applicant must provide any existing or proposed vegetation and the location of existing or proposed overhead electric utility facilities when submitting a building or site plan
- regarding fire prevention practices, trees are allowed within the defensible space, provided the horizontal distance between crowns of adjacent trees and crowns of trees and structures or overhead electric utility facilities is not less than 10 ft
- no vegetation shall be planted that will grow within 10 ft of an energized conductor at maturity
86
Urban-Wildlife Interface Code, Appendix 1-A: Section 2.3.3.1 General
states clearances between vegetation and all electrical lines shall be in accordance with section 2.3.3
87
Urban-Wildlife Interface Code, Appendix 1-A: Section 2.3.3.2 Trimming Clearance
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states at the time of trimming, clearances not less than those established by table 2.3.3.2 should be provided; the radial clearances are minimum clearances that should be established, at the time of trimming, between the vegetation and the energized conductors and associated live parts
2,400-72,000 voltage - 4 ft
72,001-110,000 voltage - 6 ft
110,001-300,000 voltage - 10 ft
300,001 + voltage - 15 ft
```
88
Urban-Wildlife Interface Code, Appendix 1-A: Section 2.3.3.3 Minimum Clearance to be Maintained
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states that clearances not less than those established by table 2.3.3.3 shall be maintained during periods of time as designated by the code official; site-specific clearance achieved, at time of pruning, shall vary based on species growth rates, the utility company-specific trim cycle, the potential line sway due to wind, line sag due to electrical loading and ambient air temperature, and the tree's location in proximity to the high-voltage lines
750-35,000 voltage - 6 in
35,001-60,000 voltage - 12 in
60,001-115,000 voltage - 19 in
115,001-230,000 voltage - 30.5 in
230,001-500,000 voltage - 115 in
```
89
Urban-Wildlife Interface Code, Appendix 1-A: Section 2.3.3.4 Electrical Power Line Emergencies
during emergencies, the utility shall perform the required work to the extent necessary to clear the hazard; an emergency can include situations such as trees falling into power lines or trees in violation with table 2.3.3.3
90
Types of government agencies
- federal
- state
- local (city or county)
91
Federal Energy Regulatory Commission
FERC; an independent regulatory agency within the Department of Energy that regulates transmission and wholesale prices of electricity and natural gas in the interstate commerce; responsible for overseeing environmental issues related to natural gas, oil, electricity, and hydroelectric projects
92
29 CFR 1910.269, Electric Power Generation, Transmission, and Distribution
federal regulation that covers employee safety training and certification, prejob briefings, electric lockout and tag-out procedures, and proper handling and storage of tools and equipment as well as minimum approach distances
93
public utility commisions
PUCs; state public utility regulatory agencies; regulate privately owned telecommunications, electric, natural gas, water, railroad, rail transit, and passenger transportation companies within certain jurisdictional boundaries; responsible for ensuring safe, reliable utility service at reasonable rates to utility customers
94
What do PUCs do?
- establish service standards and safety rules
- authorize utility rate changes
- monitor the safety of utility and transportation operations
- oversee markets to inhibit anticompetitive activity
- responsible to the citizens and the ratepayers
95
What states have PUCs that enforce minimum clearance requirements between electrical conductors and encroaching vegetation?
California and Oregon
96
How do PUCs determine minimum clearance requirements between electrical conductors and encroaching vegetation?
1. voltage
2. the height of the poles and the lines
3. the health and growth habit of the trees encroaching on the lines
4. the combined movement of trees and conductors under adverse weather conditions
5. the sag of conductors at elevated temperatures
97
General Order Number 95, Rule 35
enacted by the Public Utilities Commission of the State of California; enforces minimum radial clearance requirements between electric conductors and vegetation; generally requires that utilities maintain at all times a minimum clearance distance of 18 inches between vegetation and supply conductors carrying currents between 750 and 22,500 volts
98
What are the two limited exemptions in GO 95, Rule 35?
1. "good faith efforts" regarding customer refusals
| 2. exemptions for large, mature trees that do not pose a safety threat
99
local tree ordinances
at the city and county government level; adopted to protect the urban forest environment; typically identify and maintain special trees for public appreciation and aesthetic beauty, promote preservation of indigenous tree species and heritage trees, promote proper pruning techniques, and encourage planting of additional trees during land development
100
What do tree ordinances provide?
regulatory framework and permitting process to address these issues of maintaining trees for public appreciation and aesthetic beauty
101
Types of utility land rights
- easements
- franchise rights
- permit or license facilities
102
easements
land on either side of utility line over which the utility has rights of way to maintain clearance; essentially part of the right of way; an interest in the land of another that allows the easement owner to use the easement area for a specific purpose; recorded or registered legal document
103
Who do utilities acquire easements from?
private property owners (owner of easement is entitled to certain rights that are necessary for the full "enjoyment" of the easement itself)
104
easement agreement
usually gives a utility an interest and right of conditional use over the property of another; the land and everything attached to it, including vegetation, belongs to the actual property owner
105
How big are easements?
some have a specified width, while others do not
106
franchise rights
provide the utility the privilege of installing and maintaining its facilities in public roadways; through various laws and codes, local governments have been granted jurisdiction or the right to grant installation of electric facilities within their jurisdictional boundaries
107
permit or license facilities
issued by federal or state governmental agencies, railroads, and irrigation districts; allow utilities to have facilities under permit or license; revocable
108
refusal
a response from a property owner who has not allowed line-clearance work on their property when asked
109
What to do if you encounter a refusal situation?
- carefully explain the reasons for line-clearance maintenance, including any applicable safety, service reliability, or legal issues involved
- if customer still refuses access to perform necessary work, the utility is not relieved of its obligation or possibly its legal responsibility to conduct safe and reasonable line-clearance work
- if on property encumbered by a utility easement, the owner lacks the legal authority to prevent the utility from accessing its easement
- contact the property owner to listen to their concerns and attempt to resolve the issues
- seek regulatory or injunctive relief to accomplish the necessary line-clearance work
110
What to avoid with refusal situations?
- allowing line-clearance work to be delayed for long periods of time, which will have significant impacts on the effectiveness of the program
- skipping maintenance altogether
- allowing reduced clearance distances, which will detrimentally affect the goals and effectiveness of a utility's program
