CSC Quiz
Refresher Quiz
- 1.
The time frame for a leaking meter tap job is 7 days.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
As per Lee Waters' email on 10/11/2014 we can now go back to quoting 7days, rather than 10.Rate this question:
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- 2.
What status will an account show when a bill is on hold?
- A.
Account sent
- B.
Balance Deferred
- C.
Corro In
- D.
Corro Out
Correct Answer
C. Corro InExplanation
An accounts status will show as Corro In when it is on hold.Rate this question:
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- 3.
What will you need to do when an account is in Recovery Status and you wish to put the account on hold?
- A.
Place Notes on the Record Follow Up.
- B.
Tick the Hold Recovery button on your Record Follow Up in CSIS.
- C.
Call Credit Management, request they change the status to Overdue, then click the Hold Recovery button on your Record Follow Up in CSIS.
- D.
Do a payment extension and forward the assignment in your Record Follow Up to CSC Seniors.
Correct Answer
C. Call Credit Management, request they change the status to Overdue, then click the Hold Recovery button on your Record Follow Up in CSIS. -
- 4.
Proof of payment is required when a customer is requesting a Cash Transfer from an ending account to a newly created account in the same name and address.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
As per Customer Central, the reason being we don't know if a vendor/purchaser or conveyancer has made this payment.Rate this question:
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- 5.
If an account has a landline number listed what do we need to do?
- A.
Confirm it's the same number our customer is calling from on our screens.
- B.
Ask our customer to confirm their landline number.
- C.
Ask for a mobile phone number and if they are willing to provide us with it, add this onto the account.
Correct Answer
C. Ask for a mobile phone number and if they are willing to provide us with it, add this onto the account.Explanation
As per procedure, we need to attempt to obtain a mobile phone number for future SMS trials for overdue accounts.Rate this question:
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- 6.
Which of the following are part of a "Best-Practice" Hold technique?(More than one answer may apply.)
- A.
We need to ask permission for our customer to hold e.g. "Are you happy to hold?"
- B.
We need to give an estimated time of how long they will be on hold e.g. 2-3 minutes.
- C.
We need to give the reason we are placing them on hold e.g. "while I look into that for you."
- D.
We need to return to them within the estimated hold time.
- E.
We need to thank them for holding, using their name.
- F.
We need to check they are there by saying "Are you there?"
Correct Answer(s)
A. We need to ask permission for our customer to hold e.g. "Are you happy to hold?"
B. We need to give an estimated time of how long they will be on hold e.g. 2-3 minutes.
C. We need to give the reason we are placing them on hold e.g. "while I look into that for you."
D. We need to return to them within the estimated hold time.
E. We need to thank them for holding, using their name. -
- 7.
A residential customer calls on the 7th of January. Their account is due on the 20th of January. Their next bill is due to be issued on 28 February. They owe $650 total, of which $300 is unpaid from their last bill. What is the maximum date you can give for a full amount payment extension?
- A.
7th of February.
- B.
28th of February.
- C.
20th of February.
- D.
20th of January (as they have arrears owing).
Correct Answer
C. 20th of February. -
- 8.
Have a look at A/C No. 86 84281 90 2. What can you do on that account?
- A.
Give an account balance.
- B.
Do a payment arrangement.
- C.
Complete a CNA over the phone.
- D.
All of the above.
- E.
None of the above.
Correct Answer
E. None of the above.Explanation
None of the above because this is a Hardship Customer (as per the Reason in Payment Arrangement and Flexible showing under Customer Details, Additional References.Rate this question:
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- 9.
A residential customer calls on the 5th of January, their due by date. They owe $420 and their next bill is due to be issued on the 2nd of March. They wish to pay in fortnightly instalments starting on the 12th of January. What is the minimum amount they will need to pay?
- A.
$25 per fortnight is our minimum.
- B.
$84 per fortnight starting today (5th of January) as this is their due by date.
- C.
$105 per fortnight starting on the 12th of January.
- D.
$70 per fortnight starting on the 12th of January.
Correct Answer
C. $105 per fortnight starting on the 12th of January.Explanation
4 fortnightly instalments starting 12 January will take the arrangement up to the next bill.Rate this question:
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- 10.
You agree to waive a Meter Replacement Charge for a customer who has not claimed one before. You enter the following in the Reason section before Forwarding to Authorisation: "James, ph 0412 555 111 advised that meter was damaged by third party (lawn mower man). Customer has been informed that only one meter repair/replacement charge will be waived for a property in the same ownership." Can we waive this?
- A.
Yes
- B.
No, it's missing a police report.
- C.
No, the owner needs to chase the charge with the lawn mower man.
- D.
No, we need to note we only give one waiver every 10 years.
Correct Answer
A. YesExplanation
As per Customer Central, we can waive a MRC for theft, accident or vandalism by persons known or unknown for the first waiver per property ownership. Subsequent waivers can be made for theft or vandalism with a police report.Rate this question:
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- 11.
A caller reports a leak on the road on the corner of Holden Street and Manton Street in Hindmarsh. The caller was driving north up Manton Street and noticed the leak on the left hand side travelling past Coopers Stadium. Using Maximo Maps, what is the account number for the property closest to the leak?
- A.
25 51274 10 3.
- B.
25 51167 00 9.
- C.
25 51270 00 6.
- D.
None. There is no water mains in that area.
Correct Answer
C. 25 51270 00 6.Explanation
See a Senior if you are having trouble finding the account number.Rate this question:
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- 12.
True or False: Payment arrangement / extensions and record followups will have no effect on a customers direct debit.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Direct debit will continue as per normal even if a Hold or extension is put on an account unless direct debit is notified to amend or cancel the agreement.Rate this question:
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- 13.
If high water use cannot be explained and a customer cannot conduct the normal checks due to meter condensation we should complete a Maximo job.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
A Record Follow Up needs to be completed and sent to Meters. Alternatively, if there is condensation and a customer is not disputing their bill, a Maximo can be done.Rate this question:
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- 14.
If a customer requests exact copies of 18 months worth of bills, who does this?
- A.
Phone staff, via email or Post Stickers.
- B.
CSC Processing staff, via a Record Follow Up
- C.
Rates, via a Record Follow Up
- D.
Billing, via a Record Follow Up.
Correct Answer
B. CSC Processing staff, via a Record Follow UpExplanation
As per CC, phone staff should first offer to email for accounts up to 12 months; CSC Processing from 1-2 years; and Rates for 2+ years.Rate this question:
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- 15.
Generally speaking, Service Stream do not make appointments.
- A.
True
- B.
False
Correct Answer
A. True -
- 16.
Our customer reports a stuck meter. After confirming the meter reading, what do you do?
- A.
Complete a Maximo under Unable to Read.
- B.
Complete a Maximo under Damaged.
- C.
Complete a Maximo under Other-Maintenance Request-SA Water Property
- D.
Complete a Record Follow Up for Meters.
Correct Answer
B. Complete a Maximo under Damaged. -
- 17.
A customer calls regarding a HWU notice. They disclose they had a leak caused by some vandals who dug up and cut their underground pipes while they were away. They ask if they are eligible for a leakage allowance. What is the best response from below?
- A.
"I'm uncertain if this is something we cover or not, but as it's assessed by another area anyway, I'll mail you the form and you will be contacted if you are eligible or not."
- B.
"It will depend if you've had a previous leakage allowance granted in the last 10 years and you've fixed the leak within 6 weeks of noticing it or 6 weeks of the date of the HWU notice."
- C.
"As this involves a leak underground, this is something we will cover so I can email you an application form if you like?"
- D.
"Unfortunately, this is something we don't cover. Leakage allowances are for leaks due to natural causes."
Correct Answer
D. "Unfortunately, this is something we don't cover. Leakage allowances are for leaks due to natural causes." -
- 18.
When a customer has made a payment into an account at settlement as well as the conveyancer, and the customer is requesting a refund, what do we require?
- A.
A written request by the customer with proof of payment.
- B.
Complete a record follow up for Refunds.
- C.
A written request by the conveyancer is required, stating the amount of the refund and the name and address of the recipient of the refund.
- D.
A Cash Transfer can be arranged for the refund and Forwarded for Authorisation.
Correct Answer
C. A written request by the conveyancer is required, stating the amount of the refund and the name and address of the recipient of the refund.Explanation
As per Customer Central.Rate this question:
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- 19.
Our customer calls complaining about their high bill. You see the kl's used are 156. Their previous 4 periods of water use are 43, 52, 29 and 65. What do you ask the caller to do? (Chose the best two responses.)
- A.
Check the meter and call us back with the reading.
- B.
Check the meter reading. If it's less than what has been read, call us back as it's been miss-read, so we can re-bill you. If it's more, it must have passed through the meter so the bill is correct.
- C.
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If you detect a leak, get it fixed and call us back to see if you are eligible for a leakage allowance.
- D.
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If there's no leak but the bucket test is "out", your meter is faulty, so call us back to report a fault on your meter (Maximo job).
- E.
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If there's no leak but the bucket test is "out", call us back to discuss getting the meter tested. (Send application form)
Correct Answer(s)
C. Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If you detect a leak, get it fixed and call us back to see if you are eligible for a leakage allowance.
E. Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If there's no leak but the bucket test is "out", call us back to discuss getting the meter tested. (Send application form) -
- 20.
What is our Financial Year Target for answering calls?
- A.
80% of calls answered within 20 seconds
- B.
85% of calls answered within 20 seconds
- C.
80% of calls answered within 30 seconds
- D.
85% of calls answered within 30 seconds
Correct Answer
D. 85% of calls answered within 30 seconds -
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Current Version
-
Nov 13, 2014Quiz Edited by
ProProfs Editorial Team -
Nov 08, 2014Quiz Created by
Cscsaw
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