Getting a line on dealing with the public

In a municipal electric utility, customer service representatives are usually the ones who interact with the public most often, but they are not the only ones. Other personnel—engineers, meter readers, lineworkers, even management—at times meet with and answer questions from residents.

In 2010, I conducted safety meetings on "Dealing with the Public" with lineworkers and other departments at nine utilities: Holden, Peabody, North Attleboro and Ipswich, Mass.; Houlton, Calais and Madison, Maine; Jewett City, Connecticut and Johnson, Vt.

I concluded each session with a final question: "What’s the most important piece of advice you would give a new hire about working successfully with the public?" Their responses covered a lot of ground, and I thought I would summarize them for you. Here are the most common pieces of advice:

Your Attitude

• Be courteous
• Be patient
• Be understanding
• Be cordial
• Be open minded
• Be honest
• Be kind

• Listen to the customers
• Smile
• Make them feel important
• Treat them like family
• Stay calm; keep your emotions out of the situation
• Keep your cool
• Stay positive
• Try to do something to solve the problem

• Don’t argue with them
• Don’t wear your feelings on your sleeve
• Don’t take anything personally
• Don’t feel you have to make up some answer
• Don’t walk on their grass

• Remember the golden rule
• Try to put yourself in their shoes
• Treat everyone the same
• Show respect
• Treat them the way you want to be treated
• Be careful what you say
• Remember: the customer is number one