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WorksheetsCustomer Service Test Week Two
Total questions: 25
Worksheet time: 6hrs 15mins
Mr. JZ has a deductible of $100. He calls in and places claims on a clothes washer and dryer, stove, an outlet and a toilet. How much will his total deductible amount be?
$100
$200
$300
$400
$500
What are three things we must stress to a homeowner when assigning Owner Company? Choose all that apply.
Company must be licensed and insured
Service provider MUST call in their diagnosis to Authorizations before performing work/repairs
It helps if the company accepts third party billing from CCHS
Company needs to have pretty uniforms
Service provider needs to be at least 6 feet tall
This is the other name for "dispatch?"
Procure vendor
Live Transfer
No exception needed
SPF - Service provider feedback
"Lack of maintenance" coverage is covoreage for items that have failed due to lack of maintenance on a home owners part. IF the homeowner has this coverage we will address the failure, but will NOT cover to have the item cleaned. True or False?
True
False
What are the tabs that you can use to search for a homeowner's account?
Customers tab - Search customer
Jobs tab - Search service orders and jobs
Phone book tab
Google Maps tab in Chrome
Kpay - Time off tab
Mr. Corey Samuels calls in to place a claim on his washer and dryer not working at all, and on a toilet not draining. How many deductibles are due?
1
2
3
None
For a standard emergency claim, how long do we need to wait before reassigning to a new service provider? We need to give the original service provider this long to respond to the work order.
2 Hours
4 Hours
24 Hours
Reassign whenever you feel like it
Which of the following are "emergency" or "medical emergency" key words or red flags?
Cancer/asthma/diabetic
No toilet and/or no water in home
Elderly/newborn in home
No power to entire home
Leaking causing property damage and water can't be shut off
What are the two places where you can check a home owners covered items?
Declaration page in TIMX SCM
Contract under warranty contracts
Google Search
Call case management
Mr. Cardella calls in and is needing to place a claim on a failure that was discovered during a preventative maintenance visit. He does not owe a deductible since the failure was found during a preventative maintenance visit. True or False?
True
False
Owner Company is only dispatched by Procure Vendor/Dispatch team. True or False?
True
False
What is the best way for a service provider to turn in their diagnosis?
Call into authorizations
Email authorizations
Fax it in
Send a letter
What button is used to send the work order to a service provider again if they request it?
Re-notify
Complete
Manually assign
Reshedule
What does the IVR - Interactive Voice Response do? Select all that apply
Allows a homeowner to place a claim without speaking to a rep using key commands on a touch tone phone
Helps route customers to the correct department using a phone
Cancels a homeowners policy
Allows homeowner to order a pizza
If you can't find a home owner under the Customers tab in "Search Customer," you can go here to try to search for the account before raising your hand.
Jobs tab - Search service orders and jobs
Jobs tab - Service locator
Claims tab
Kpay
A home owner calls in and they just started their contract within the last few minutes, they are not showing up in your system. If they are needing to place a request for service and they are not in the system you may have to process a/an _____________.
Verbal Claim
Referral
Pat down
Do not call request
What is the department that manages our service providers?
SNAD
Membership
Authorizations
Case Management
Sears Paid Call
You can call out to service providers whenever you feel like it is needed. True or False?
True
False
An assurance of help statement is a statement that lets a homeowner know that you are listening and are there to try to assist. Which of the following are assurance of help statements? Select all that apply
I would be happy to help you with that . . .
I will be glad to assist you with your service request today . . .
Maybe you should figure that out on your own sir. .. .
Like I said, mam, this is the wrong department . . .
When you first open a homeowners account at the beginning of a call, you need to ask them . . .
Has any of your contact information changed?
What is your favorite color and why?
Why are you so ugly, sir?
What is your problem, mam?
What does SPF stand for?
Service Provider Feedback
Smelly People Farm
Supercalafragilicious
Service Provider Friendship
What is the group that decides whether a claim will be addressed? This is the group that reviews and approves work to be done after a service provider calls them.
Authorizations
Membership
Case Management
SNAD
What goes in front of Deductible?
Up to and non-refundable
Free
Special
Double
This is classified as an AC under the terms of the warranty.
Heat Pump
Furnace
Boiler
Cooktop
Dishwasher
When no service providers come up on the find service button, you should . . .
Hit start over. Change the service job type to "carry into service provider," Call the first three within 25 miles.
Give up on life
Try the same thing again and expect different results
Transfer the homeowner and pray the next person can fix it
