Customer Service Trivia Quiz
Remember you can to use Customer Central if you’re not sure – or even if you think you’re sure!
- 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
Correct Answer
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
Correct Answer
B. 85% of calls answered within 30 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
Correct Answer
C. 5 working days for Refunds and 10 working 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
Correct Answer
C. Customer Services Information System -
- 5.
True or False:The time frame for a leaking meter tap job is 7 days.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Effective from 6/5/2016, as per Lee's email all meter faults with a 7 day SLA incresed to 14 days until further notice.Rate this question:
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- 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.
Correct Answer
E. None of the above.Explanation
All enquiries on this account can only be handled by Customer Assist. The customer should be transferred to Customer Assist.Rate this question:
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- 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.
Correct Answer
C. 3rd of February.Explanation
Payment Extension - Assuming Due Date has passed - Money owing from past bills and including current bill cannot exceed $1000. - Max extension is 14 days or issue date of next bill, whichever is sooner.Rate this question:
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- 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.
Correct Answer
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.Explanation
By showing some empathy and urgency in your response and tone will provide a much better customer experience and help improve our brand.Rate this question:
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- 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
Correct Answer(s)
B. The maximum allowance is capped at 300kL
D. Leaks must be concealed in a customer’s private pipe workExplanation
There is only one leakage allowance every 10 years, they are capped at 300kL, must be repaired within 6 weeks of the leak being detected, be concealed and all property types are eligible.Rate this question:
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- 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
Correct Answer(s)
A. Leakage Allowance Form
B. Connection Application
C. Report a Leaking Meter
E. Change of Billing Address
F. General EnquiryExplanation
It's important we educate our customers about self-serving from our web site.Rate this question:
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- 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
Correct Answer
C. When a caller is reporting a leaking meter and they say they will be contacting the mediaExplanation
Refer to Customer Central for what are significants and who you need to email.Rate this question:
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- 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.
Correct Answer
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. -
- 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.
Correct Answer
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.
Correct Answer
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.
Correct Answer
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
Correct Answer
A. True -
- 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.
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 either call us back or check out our application form online 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", 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)
Correct Answer
C. Slow Drainage (18 hours) and No Drainage (5 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
Correct Answer
A. Refer them to the OTR -
- 20.
What do you so if a caller reports suspected illegal use of water?
- A.
Ask them to call the police
- B.
Email [email protected]
- C.
Report it to a Senior
Explanation
Refer Customr CentralRate this question:
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- 21.
What do you do when you have an enquiry regarding bore water?
- A.
Transfer the caller to AWQC
- B.
Email [email protected]
- C.
Refer the caller to DEWNR
Correct Answer
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.
Correct Answer
C. Their name, account number, property address and their mailing address.Explanation
The Name Supression ID is only required when they cannot confirm their name, account number, property address and mailimng address (see CC for the record follow up procedure in this instance).Rate this question:
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- 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
Correct Answer
C. 1 June 2016Explanation
Refer to the Billing Program in CCRate this question:
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- 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
Correct Answer
C. $578Explanation
As the reading period is longer than 90 days, the first tier is "stetched" to 31.8 days, leaving 73.2 days at the 2nd tier. The bill should be $577.45 (See me if you'd like me to take you through the calculations - I have an Excel spreadsheet to share!!)Rate this question:
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- 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
Correct Answer
D. $214.80Explanation
Service Rent is applied from the beginning of the month following the date the service is installed (if prior to the 6th of the month it applies from the beginning of the month) and is pro-rated for the months in service for the financial year. That is, in the above example SR for one year is $286.40 divided by 12 months, multiplied by 9 months.Rate this question:
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- 26.
Which of the following is the score for Call Evaluations? (OT = On Target, AT = Above Target, OS + Outstanding).
- A.
OT = 80-85, AT = 86-95, OS = 96-100
- B.
OT = 80-89, AT = 90-95, OS = 96-100
- C.
OT = 80-90, AT = 91-95, OS = 96-100
- D.
OT = 80-90, AT = 91-97, OS = 98-100
Correct Answer
C. OT = 80-90, AT = 91-95, OS = 96-100 -
- 27.
For Corro Evaluations (including CSIS Evaluations) what does a score of 100% represent?
- A.
Outstanding
- B.
Above Target
- C.
On Target.
Correct Answer
C. On Target.Explanation
For Corro: On Target = 90-100; Requires Development = 80-89; Requirements Not Met = 0-79Rate this question:
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- 28.
Which of the following TWO are parameters which must be present before a customer can be considered for an Unexplained High Water Use Allowance?
- A.
Water Use is greater than 120 kilolitres
- B.
Water use is 50% greater than the previous three year average (same period)
- C.
Water use is 60kL more than the highest usage for the same period in the previous three years
Correct Answer(s)
B. Water use is 50% greater than the previous three year average (same period)
C. Water use is 60kL more than the highest usage for the same period in the previous three years -
- 29.
What do we do when a meter is not accessible due to locked premises for a regional Work Group under the Meter Replacement Program?
- A.
Forward the details to a Senior for escalation
- B.
Create a new Maximo.
- C.
Email all the details to Select Solutions
- D.
Email all the details to Assets Metering
Correct Answer
D. Email all the details to Assets Metering -
- 30.
Which of the following is sufficient when asking for documentation on a deceased estate? (More than one may apply)
- A.
A death certificate and the front page of a copy of the will.
- B.
A newspaper death notice and a letter on a legal firm’s letterhead.
- C.
A death certificate and copies of pages of the Will that identifies the deceased, the executor and the signed parties.
- D.
A stat. dec.signed by a Justice of the Peace.
Correct Answer(s)
B. A newspaper death notice and a letter on a legal firm’s letterhead.
C. A death certificate and copies of pages of the Will that identifies the deceased, the executor and the signed parties.Explanation
Refer to the CNA Guide in CCRate this question:
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- 31.
Which of the following is NOT acceptable as proof of payment?
- A.
Copy of Australia Post receipt if paying by cash.
- B.
A BPAY receipt copy and pasted into a word document.
- C.
A BPAY receipt showing their name, the amount and the bank institution details.
- D.
A copy of a bank statement with which shows the amount and their name.
Correct Answer
B. A BPAY receipt copy and pasted into a word document.Explanation
Refer to the Record Follow Up Guide in CCRate this question:
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- 32.
When will a direct debit be deducted from a customer’s financial institution once the payment shows on CSIS?
- A.
The same day
- B.
The next working day
- C.
2 business days
- D.
2 calendar days
Correct Answer
C. 2 business days -
- 33.
What is our corporate email font and size?
- A.
Calibri 10
- B.
Calibri 11
- C.
Calibri 12
- D.
Calibri 14
Correct Answer
B. Calibri 11 -
- 34.
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.Explanation
As per the Maximo v7 User Guide in CC.Rate this question:
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- 35.
What do you need to do when a customer is reporting a missing or stolen meter?
- A.
First check CSIS to determine is a meter has been connected to the property
- B.
Check CSIS to determine if a Missing Meter workslip is Pending
- C.
If there is a connection and there is NO workslip, log in Maximo recording the CSIS Account Number.
- D.
All of the above
- E.
Transfer the caller to Connections
Correct Answer
D. All of the aboveExplanation
Refer to the Maximo v7 User Guide in CCRate this question:
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- 36.
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.
The 24/7 staff overnight
Correct Answer
B. CSC Processing staff, via a Record Follow UpExplanation
Refer to the Record Follow Up Guide in CCRate this question:
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- 37.
A residential customer calls on the 25th of May, their due by date. They owe $840 and have $200 in arrears from their last bill. Their next bill is due to be issued on the 28th of July. They wish to pay in fortnightly instalments starting on the 2nd of June. After trying to get the customer to pay asap, you determine they are experiencing financial difficulties. What is the bare minimum amount they will need to pay and when by?
- A.
As there are arrears, you will need to transfer the customer through to Credit Management.
- B.
They can pay $25 per fortnight which is our minimum.
- C.
$240 per fortnight starting on 2 June
- D.
$168 per fortnight starting on 2 June
- E.
The arrears of $200 needs to be paid first by 8 June (the next 14 days), then the $640 can be paid in instalments by the next bill issue.
Correct Answer
D. $168 per fortnight starting on 2 June -
- 38.
What is the name of SA Water's new Chief Executive?
- A.
Kerry Rowlands
- B.
John Ringham
- C.
Roch Cheroux
- D.
Louis Theroux
Correct Answer
C. Roch CherouxExplanation
Roch starts on Thursday 16 June. Please ensure your desk and work area is clean and tidy.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 19, 2022Quiz Edited by
ProProfs Editorial Team -
May 18, 2016Quiz Created by
Cscsaw
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