Title: Explain ways to address customer complaints regarding common problems (e.g., weather, outages).
Course: Telecommunications I (10006-I) > Section: Practicing Good Customer Relations

Explanation includes:

- listing common causes of outages (e.g., rain, snow) and how they cause problems with power and communication equipment and systems
- understanding the importance of good service and maintenance in helping to prevent outages
- describing the importance of providing customers with ways to communicate service problems
- describing the importance of keeping the customer informed about the status of the issue and the importance of assuring the customer that restoring service is very important to you.

Process/Skill Questions:

- Why is it important to understand how weather affects power and communication systems?
- How might good periodic maintenance and service provide a line of defense against the effects of natural phenomena?
- Why must a technician be concerned about reassuring the customer that the problem is being handled?