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- 1. Multiple Choice
How many Billing Adjustments are there?
six
five
four
three
- 2. Fill in the Blank
Name the Billing Adjustment that deals with illegal Connections?
- 3. Multiple Choice
Give three (3) reasons for the use of the Cancel and Rebill Adjustment?
Over Estimation
Under Estimation
Incorrect Fuel Rate
Customer Name
- 4. Multiple Choice
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 Choice
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 Blank
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 Choice
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 Choice
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 Blank
What is the Name of the Citrix Application used to confirm the medium through which customers receive their bills?
- 10. Multiple Choice
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 Choice
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 Blank
True or False: The Negative Meter Reading - the current reading is lower than the previous reading?
- 13. Multiple Choice
Name the Billing adjustment that deals with damaged meter?
Revenue Adjustment
Bad Debt Write Off
Cancel and Rebill
TART/ TARF
- 14. Multiple Choice
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
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