Laura's Quiz 2.0

"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

What’s the maximum amount of goodwill you are able to give to a customer?

• £15

• £30

• £25

• £40

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

Bereavement: if the customer isn't happy to wait on hold for the Bereavement team, what should you do?

• Pop yourself a calendar reminder and give them a call back at a later time

• Raise a Bereavement case with ‘Call Back Requested’ in the subject

• Explain that they will have to call back another time when we are less busy

• Disconnect the call

Which team deals with processing a Power of Attorney?

• Billing

• Home moves

• PSR Team

• Complaints

Where can you find both the MPAN and MSN together? (Select 2)

• Statement

• Meter

• Meter box

• Welcome pack

What does profile class 02 on ECOES mean? (Select 2)

• Single rate meter

• E7

• 3 Phase

• E 10

To be classed as LSP on XOserve a property has to consume more than....

• 70,000 kwh of gas a year

• 73,200 kwh of gas a year

  
  

• 71,300 kwh of gas a year

• 52,300 kwh of gas a year

Which of the following are 2 CREDITS that will be visible on the statement?

• Goodwill

• Unit rates and standing charges

• Refund

• Direct Debit

If you need to connect an IHD to a SMETS2 meter, which system will you use?

• SFE

• ORION

• BOL

• APOLLO