Question

1. the ______ of a utility are responsible for customer relations and for positive customer communication.

a. customer service personnel
b. employees (all)
c. public relations officer
d. operators

1. which of the following is not included in the process of dealing with a consumer complaint?

a. collect as much information from the consumer as possible
b. direct the complaint to the proper department or person for evaluation, if necessary
c. consider different potential causes of the problem and methods of testing
d. correcting the complaint and having as little public contact as possible is the goal

1. when presented with a complaint, ______ should show concern, listen carefully, and calmly offer to look into the complaint. help correct any problems that are found within

Explanation:

1. For question 1: Customer service personnel are specifically tasked with customer relations and positive customer communication for a utility, which matches the description.
2. For question 2: Proper consumer complaint handling focuses on resolution and positive customer interaction, not minimizing public contact. Options a, b, c are standard steps in complaint resolution.
3. For question 3: Customer-facing staff (specifically customer service personnel) are the ones who directly interact with customers to address complaints by showing concern, listening, and investigating.

Answer:

1. a. customer service personnel
2. d. Correcting the complaint and having as little public contact as possible is the goal
3. customer service personnel