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14 questions
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- 1. Multiple-choice20 seconds5 pts
How many Billing Adjustments are there?
six
five
four
three
- 2. Fill-in-the-Blank30 seconds5 pts
Name the Billing Adjustment that deals with illegal Connections?
- 3. Multiple-choice20 seconds5 pts
Give three (3) reasons for the use of the Cancel and Rebill Adjustment?
Over Estimation
Under Estimation
Incorrect Fuel Rate
Customer Name
- 4. Multiple-choice20 seconds5 pts
Select the option with all the Meter Reading Exceptions
IDLE, FAST, NEW, IN, OUT, NEGATIVE
NEGATIVE, NIL, HIGH, LOW, IDLE, MISS
HIGH, LOW, IDLE, MISS, IN, OUT
HIGH, EYE, IDLE, MISS, IN, OUT
- 5. Multiple-choice45 seconds5 pts
Select the reasons for a Customer's Consumption increasing?
Efficiency of and New appliances
Number of members in the household
Temperature Inside and Outside
Insulation of the structure
- 6. Fill-in-the-Blank30 seconds5 pts
A preset timeline given to a customer for example 6 months, to settle a large adjustment as well as their current bill amount is defined as?
- 7. Multiple-choice45 seconds5 pts
Select the correct criteria for Holds/ Extensions?
There should be NO Open DNP on the Account
There should no Past Due Balance on the Account
The Customer Care Department can approve a maximum of $100,000 total
The account was disconnected and there is no Reconnection
- 8. Multiple-choice20 seconds5 pts
When a customer calls for a hold and the CSR confirms the request can be approve, what should the CSR Agent do?
Call The SME
WhatsApp the SME
Escalate the Request
Terminate the Call
- 9. Fill-in-the-Blank30 seconds5 pts
What is the Name of the Citrix Application used to confirm the medium through which customers receive their bills?
- 10. Multiple-choice20 seconds5 pts
If a Customer's bill is due on the 7th of the Month, how many days can they receive a Hold for?
7 Days
10 Days
None
14 Days
- 11. Multiple-choice45 seconds5 pts
When a customer calls about a HIGH BILL, what should the CSR check for?
Missing Payments
Adjustments
Consumption Pattern
Customer Charge
- 12. Fill-in-the-Blank1 minute5 pts
True or False: The Negative Meter Reading - the current reading is lower than the previous reading?
- 13. Multiple-choice30 seconds5 pts
Name the Billing adjustment that deals with damaged meter?
Revenue Adjustment
Bad Debt Write Off
Cancel and Rebill
TART/ TARF
- 14. Multiple-choice30 seconds5 pts
How long can a customer be adjusted for in the event a REVA adjustment is added to their account?
6 Years with Interest
1 Year
6 Months
3 Months
