BRS Care Trio Last Quiz

5. When a customer mails us their payment, how long does it take to appear on the account?

• a) 1 to 3 business days

• b) 3 to 5 business days

• c) 5 to 7 civil days

• d) 10 to 14 civil days

What does the term “bill date” on One Bill mean?

• a) Activation date

• b) The date the services are billed to every month

• c) The date when the bill will be printed

• d) The due date when the customer needs to pay his bill

When can you change the billing address in SingleView?

• a) The customer wants their mother to pay the bill, and they want us to send the bill to their address.

• b) The services are still provided at the same location, but the bills need to be mailed to a different address.

• c) The account holder is moving to a new address in a month and wants to move their services with them. However, the account holder still wants their parents to keep paying the bills at the old address.

• d) The customer is going out of country for 6 months and wants their bills sent to Hong Kong during that time.

I would like to view the Internet usage for my customer. What sequence of clicks will allow me to get to the usage information?

• a) Click the Usage tab

• b) The Click the B1 code in the Accounts View window then click the Usage tab.

• c) Click the B1 code in the Accounts View window

• d) Click the Billing & charges tab then Internet Usage

Steve Allen Santos calls and says, “Can you confirm when Bell received my last payment?”

In what tab would you find the last payments in order to answer the customer’s question?

• a) Bill History

• b) Payment History

• c) One Bill Summary

• d) Unbilled Charges

12. When does the adjustment in SingleView get applied to the customer’s account?

• a) Immediately

• b) Within 24 hours

• c) Within 5 business days

• d) Within 9 business days

Robert Licanda calls and says, “I did not have service for three days. I want you to refund me for those days. Based on what you already know, what Reason Code will you enter in SingleView for this adjustment?

• a) OPCOR

• b) NTWRK

• c) PUBREL

• d) BILERR

Hector disputes a call by saying they never made it. Based on your investigation, you find that in the past a call was made to the same number that the customer is currently disputing. What is the best solution in this case?

• a) Adjust the call and educate the customer so that they do not call back with the same issue.

• b) Explain the details of the previously made call politely, educate the customer, and gain the customer’s agreement on why you will not be making an adjustment.

• c) Offer a PR adjustment.

• d) Adjust the call and educate the customer about their responsibility.

Jaime Barcelon denies all knowledge (DAK) of a long distance call. You’ve substantiated the call’s details and researched the customer’s account. Now, as part of the adjustment awareness process, you need to affirm the accuracy of Bell’s billing system. Which statement best does that?

• a) Mr. Customer, I have reviewed the details on your account and can rely on the accuracy of all long distance charges on Bell accounts. We’re able to confirm that the call was made from your house. Perhaps someone else made the call from your home, is that possible?

• b) Mr. Customer, since this is the first call dispute you’ve made, I am going to go ahead and adjust the charge. However, in the future, calls to this number will no longer be able to receive a DAK adjustment.

• c) Mr. Customer, I can certainly understand your frustration; who else could have made this call?

• d) Mr. Customer, are there other people living in your house? I ask, because anyone could have made the call. Our billing is very reliable, so I cannot give you an adjustment just because you don’t recognize the number.

Which of the following is an example of a situation where you should say “No” to a customer?

• a) The customer has a valid reason for the credit.

• b) The credit amount requested is greater than what is warranted.

• c) The customer is calling for a credit for the first time.

• d) Our reference tools substantiate the customer’s claim.