Customer Service Trivia Quiz

38 Questions | Total Attempts: 38

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Customer Service Trivia Quiz

Remember you can to use Customer Central if you’re not sure – or even if you think you’re sure!


Questions and Answers
  • 1. 
    What does ESCOSA stand for? 
    • A. 

      Economic Security Council of SA

    • B. 

      Energy and Water Services Commission of SA

    • C. 

      Essential Services Committee of SA

    • D. 

      Essential Services Commission of SA

  • 2. 
    What is our Financial Year Target for answering calls?
    • A. 

      80% of calls answered within 30 seconds

    • B. 

      85% of calls answered within 30 seconds

    • C. 

      80% of calls answered within 20 seconds

    • D. 

      85% of calls answered within 20 seconds

  • 3. 
    What are our KPI’s for Correspondence and Refunds?
    • A. 

      Both 10 business days

    • B. 

      Both 10 calendar days

    • C. 

      5 working days for Refunds and 10 working days for Corro

    • D. 

      5 calendar days for Refunds and 10 calendar days for Corro

  • 4. 
    What does CSIS stand for?
    • A. 

      Call Centre Integrated System

    • B. 

      Call Centre Information System

    • C. 

      Customer Services Information System

    • D. 

      Customer Services Integrated System

  • 5. 
    True or False:The time frame for a leaking meter tap job is 7 days.
    • A. 

      True

    • B. 

      False

  • 6. 
    Have a look at A/C No. 28 09859 00 3. 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.

  • 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. 

      3rd of February.

    • D. 

      20th of January.

  • 8. 
    Which of the following is the BEST positive (or appropriate) response to a customer reporting a major leak described as “gushing”?
    • A. 

      Is it coming from the road itself or a metal plate on the road?

    • B. 

      What address is closest to the leak?

    • C. 

      Oh, that’s not good. I’ll lodge a report for this straight away so we can someone out there as soon as possible.

    • D. 

      Ok, another one hey? These old pipes are so old, we're so busy lately.

  • 9. 
    Which of the following are criteria for leakage allowance applications? (more than one applies).
    • A. 

      There is only one allowance in the life of the property ownership.

    • B. 

      The maximum allowance is capped at 300kL

    • C. 

      Claims must be lodged within 6 weeks of the date of repair

    • D. 

      Leaks must be concealed in a customer’s private pipe work

    • E. 

      Applies to Residential only

  • 10. 
    Which of the following forms are available on our website for customer’s to self-serve? 
    • A. 

      Leakage Allowance Form

    • B. 

      Connection Application

    • C. 

      Report a Leaking Meter

    • D. 

      Report a Leak on Road

    • E. 

      Change of Billing Address

    • F. 

      General Enquiry

  • 11. 
    Which of the following is NOT considered a significant incident?
    • A. 

      Any incident which could disrupt traffic

    • B. 

      When property damage is occurring

    • C. 

      When a caller is reporting a leaking meter and they say they will be contacting the media

    • D. 

      When a caller is reporting a leak on the road and they say they will be contacting the media

    • E. 

      When the media are on site

  • 12. 
    If the owner calls but doesn’t have their account number, can we proceed?
    • A. 

      No we cannot proceed unless they have their account number. They will have to call back.

    • B. 

      Yes, we can proceed as long as we confirm their name, location address AND a third point of ID e.g. phone number already listed or how they normally pay.

    • C. 

      Yes, we can proceed as per normal i.e. if we confirm their name and property location.

  • 13. 
    If a third party calls (e.g. husband or wife not listed as an account holder) and say they are authorised, but don’t have the account number, can you proceed, and if so, under what circumstances? 
    • A. 

      No, we cannot proceed unless they have the account number.

    • B. 

      Yes, we can proceed as they have implied consent.

    • C. 

      Yes, we can proceed but only if the notes state they have been authorised directly from the property owner.

  • 14. 
    If a 3rd party calls who and has the account number and you ID the owner’s name and property address, what other steps do you need to do?
    • A. 

      Ask if they have permission to act on the owner’s behalf and add a 3rd party template note.

    • B. 

      Ask if the property owner is there to speak with and if not, ask the owner to call us later to authorise the third party. Advise the caller we are unable to speak with them until this is done.

    • C. 

      Ask if the property owner is there to speak with to authorise the third party. If the owner is not there, ask the caller if they have the consent of the owner to act on their behalf. Add a 3rd party privacy template.

  • 15. 
    A caller reports a leak on the road just past 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.

  • 16. 
    True or False: Payment arrangement / extensions and record followups will have no effect on a customers direct debit. 
    • A. 

      True

    • B. 

      False

  • 17. 
    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? (Choose 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 may have been miss-read, so we can then 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 either call us back or check out our application form online 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", either call call us back to discuss getting the meter tested or check out the form online.

  • 18. 
    What are the 2 classifications in Maximo for sewer blockages and in what time frame do we endeavour to attend each? (Assuming no overflow) 
    • A. 

      Slow Drainage (5 hours) and No Drainage (1 hour)

    • B. 

      Slow Drainage (12 hours) and No Drainage (5 hours)

    • C. 

      Slow Drainage (18 hours) and No Drainage (5 hours)

    • D. 

      Slow Drainage (18 hours) and No Drainage (2 hours)

  • 19. 
    A customer is asking for internal drainage plans for their house. What do you do? 
    • A. 

      Refer them to the OTR

    • B. 

      Transfer them to Dial Before You Dig

    • C. 

      Refer them to their local council

  • 20. 
    What do you so if a caller reports suspected illegal use of water? 
    • A. 

      Ask them to call the police

    • B. 
    • C. 

      Report it to a Senior

  • 21. 
    What do you do when you have an enquiry regarding bore water?
    • A. 

      Transfer the caller to AWQC

    • B. 
    • C. 

      Refer the caller to DEWNR

  • 22. 
    When completing privacy with a caller when you see a Customer Name Suppression in CSIS? 
    • A. 

      Their name, account number, property address and Name Supression ID.

    • B. 

      Their name, account number, property address and a 3rd point of ID.

    • C. 

      Their name, account number, property address and their mailing address.

  • 23. 
    Bill - When will we/did we bill the 4th Quarter 2015/2016 for Group 44? 
    • A. 

      2 Mar 2016

    • B. 

      21 Mar 2016

    • C. 

      1 June 2016

    • D. 

      20 June 2016

  • 24. 
    A customer calls to advise they are going overseas and will miss the next bill issue. They want to pre-pay into their account. We have a current reading of their meter of 105 kilolitres. This was read on 24/4/16. The last read was done on 18/1/16 (97 days). In addition to the standard residential water supply charge, they pay a quarterly sewer access charge of $185.17. They receive no concession. Which price will be closest to their next bill? 
    • A. 

      $501

    • B. 

      $536

    • C. 

      $578

    • D. 

      $609

  • 25. 
    A second meter is fitted to a residential property on 9/9/15. How much Service Rent will be applied in either Q3 or Q4 of 2016? 
    • A. 

      $286.40

    • B. 

      $572.80

    • C. 

      $238.66

    • D. 

      $214.80

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