public relations - north carolina quality/operator_certification... · procedures & speaking...

Department of Environmental Quality

Public RelationsPresenter: Sonya McLamb

Education & Training Specialist

July 12, 2017

What is Public Relations?

Investment in Communication and Reputation

Crisis Management

Department of Environmental Quality NTK

The relationship between an organization and

the public.

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Goals of Public Relations

• Build Trust/Dependability

• Good Reputation/Image

• Influence Opinion

• Build Strong Partnerships

• Create Awareness/Educate

• Information Control

• Promote

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Why is Public Relations Important?

There used to be a day when…

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Satisfied customers will:

• pay bills• provide political support for

rate increases• support bond issues• be more tolerant of problems

Why Should We Care About PR?

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and

Coworkers ManagementCompany owners

– anyone inside your organization

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– anyone outside your organization

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• City Councils

• Politicians

• Governing Agencies

• Environmental Groups

• Suppliers and Vendors

• Civic Organizations

Water/Sewer Users

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Customer Service• Answer questions/handle complaints

• Well-versed in telephone etiquette, active listening,

procedures & speaking

Public Information• Share information with community

• Speaking engagements & school projects.

• Create & distribute literature/brochures

Media Relations• Handle most communication with newspapers,

magazines, radio & TV

• Relay information like bond issues, rate increases,

special projects, etc.

• Press conferences

• Politically sensitive issues

• Emergency situations

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Advertisements

News Releases

Photographs

Bulletins & Newsletters

Activities Reports

Information Booklets,

Pamphlets & Brochures

Operating Reports & Records

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So…What Does PR Messaging Have To Do With Me?

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o Know what you are allowed to say

o Know who in your company is designated to speak on all other

matters.

o Know your company’s goals & objectives

o Know you are likely being watched as you work

o Use Good Judgement and Common Sense

o Smile & Be Polite to CUSTOMERS!

PR Responsibilities All Employee’s Should Practice

How Should You Treat Those Customers??

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1. Service

Make serving others your #1 Priority.

2. Attitude

Choose Your Attitude.

3. Consistency

Set high standards, and stick to them.

4. Teamwork

Look for ways to make each other look good.


The Four Key Customer Service Principles

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View customer

contact as an

opportunity to improve

communications and

build goodwill.

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What is “ ”?

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Positive feelings about the company or product.

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Help Build a Positive Reputation

For Your Utility or Company

Based on

and

Expectation + Credibility = Reputation

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• Ask Questions

Recognize it’s Okay to say “I Don’t Know”

• Keep up with new developments

• Take advantage of training opportunities

Increase Your KnowledgeIncrease Your Knowledge

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Embody Good Public Service

Attitude Appearance

Conduct Knowledge

Honesty

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Practice The 3 C’s

Good PR

Caring

Communication

Courtesy

Behave Professionally

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This includes

being both

skilled on the

job and having

the right

attitude.

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Always do high-quality work.

Be known as a positive contributor.

Focus on Safety!

(even when you think no one is looking)

Be a Professional

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Deliver what you

promise,

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• Keep worksite as clean as possible

• Don’t litter on customer’s yards.

• Don’t lounge on yards while taking breaks or eating lunch.

• Don’t use yards as ashtrays.

• Keep damage to lawns, sidewalks, gardens or streets to a minimum.

• Keep vehicles clean & parked out of the way.

• Don’t block driveways or alleys

• Do not nap in vehicles

At the Worksite(Maintenance & Repair Crews)

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• Notify the customer first

• Coincide with low water use hours

• When shut-off is immediate, give customers a few minutes to finish

showers or get a pitcher of water drawn.

In general, respect the customer and the property!

Temporary Disruptions of Service

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Don’t act too busy to answer

Provide a reasonable

response

Make referrals if necessary to

supervisors or appropriate

department

If A Customer Asks…What Are You Doing??

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Never assume a customer’s complaint is unwarranted.

Don’t choose to see all customer complaints as negatives –

Complaints can be a valuable asset.

“Your most unhappy customers are your greatest source of learning.”

~ Bill Gates

Handling Complaints

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Public image enhanced by good

driving habits.

Speeding or tailgating causes

customer complaints.

Careless driving makes citizens angry

and gives utility a bad image.

Take Defensive Driving classes

Be mindful of where you park your

utility vehicle!

Best Practices Behind the Wheel

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o It is very important to maintain the public’s confidence in the quality of drinking water

and the service provided.

o Public relations in a utility are intended to maintain/enhance that public confidence

and increase customer satisfaction.

o Water distribution personnel have the greatest exposure to the public and need to

be adequately trained and prepared to deal with customers on a daily basis.

Public Relations(Wrap-Up)

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Visit our Websitehttp://deq.nc.gov/about/divisions/water-resources/operator-certification/drinking-water-

operator-certification

Access your personal operator portal following easy -to-understand instructions Pay certification renewals online Find training opportunities Access official Rules and Regulations Download exam applications and forms

Visit your Operator Portalhttps://pws.ncwater.org/opportal

View and edit your contact information Check exam status Monitor your continuing education contact hours

http://deq.nc.gov/about/divisions/water-resources/operator-certification/drinking-water-operator-certification

https://pws.ncwater.org/opportal

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