Recap 2
Quiz
•
Professional Development
•
Professional Development
•
Practice Problem
•
Medium
Marco Zanotto
Used 10+ times
FREE Resource
Enhance your content in a minute
14 questions
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1.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
In which of the following scenarios should you offer the PSR to a customer? (Select 2)
The customer was born in 1953
The customer has coughed a couple of times on the call
The customer seems distracted on the call
The customer has told you that they recently had a baby
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is an erroneous transfer?
When a customer doesn't give an opening meter reading
When the wrong supply is switched
When a supplier charges too much
When the customer's name is misspelled on the Welcome Pack
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I had an appointment today and your engineer did not turn up. I waited in all day, I am furious!" - This is a:
Complaint
Feedback
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I've been on hold for over an hour, this is ridiculous!" - This is a:
Complaint
Feeback
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I'm not happy that it will take 12 weeks for my Erroneous Transfer to be resolved. I want this fixed today!" - This is a:
Complaint
Feedback
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
How can you identify a Level 5 complaint? (Select 2)
The customer is complaining about a mishandling of bereavement information
A journalist is calling to complain about OVO
A smart meter installation has caused an explosion and the customer's property has been damaged
The customer is using abusive language
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The severity level for bereavement complaints is:
2
3
4
5
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