Which of the following statements is TRUE regarding customer interactions with utility employees?

All employees play a role in public relations, highlighting the importance of every staff member’s interaction with customers. Utility employees are often the face of the organization, and their actions can significantly impact customer satisfaction and community perception. Regardless of their job functions, whether they are field workers, clerical staff, or supervisors, interactions with customers can shape public sentiment toward the utility company.

Training employees to understand their role in public relations helps create a cohesive approach to customer service and reinforces the image of the utility as responsive and community-oriented. This collective employee engagement fosters trust and rapport with customers, leading to better service and an improved public image for the utility overall.

In contrast, the other statements imply limitations on employee communication or customer engagement, which do not align with the principles of effective customer service and community relations in utilities.