Power Systems Operator
As a power systems operator, you talk to a lot of people within your
company. You also talk to customers, especially when there's a problem.
When
customers call, it's usually because their power is out. They're not happy
and they want answers. You need to keep your cool and explain the situation.
And you need to reassure the customer, who might be angry and concerned.
A
customer has called because she has lost her power. You know there was an
accident on the highway. A truck hit a power pole. There's going to be a delay
of a couple hours in repairing the line while police investigate.
The
customer is on the line. She sounds very angry. "This is Mrs. Sykora at 123
Maple Lane. My power has been out for 20 minutes. I have $300 worth of steaks
in my freezer that are going to be ruined. And I can't cook dinner. What the
heck is going on?"
Write down what you'll say to her in this situation.
Keep in mind the guidelines above.