Title: Explain outages and other weather or natural phenomena and ways to soothe customer complaints regarding them.
Course: Telecommunications II (10006-II) > Section: Examining Customer Relations

Explanation includes:

- contrasting the different types of weather events that commonly cause power and communication outages
- understanding how natural phenomena 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?