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WorksheetsFrontier High bill quiz
Total questions: 13
Worksheet time: 10mins
If a customer calls in with concerns about their bill being high, we should first:
a. Refer the customer to a collections agency to better understand those charges
Indicate that the reason for their bill being so high is because their usage
Determine what is the cause of the high bill
Refer the customer to their local TDU
Please select the common factors causing a high bill:
Additional charges from the TDSP, Additional Fees from being late
Possible estimated readings causing catch up readings
Increased Rate, Increased Usage and weather
All of the above
Whenever the customer states high bill, there is no need to show empathy, instead just make reference to their usage and help them to understand their usage increased and that’s reason why the bill is so high.
True
False
What are some of the steps to follow when receiving a high bill call?
Review Facts
Analyze the data a little deeper
Discuss usage drivers
If customer has smart meter refer them to smartmettertexas.com
All of the above
Why do you need to review the facts when receiving a high bill call?
Because we might encounter fees on their bill that are abnormal like late fees, disconnect/reconnect fees.
Because there might be dishonored payments added to the bill
Because we need to identify pending balances
Because we need to identify pending balances
Because we want to make sure we are providing options and solutions best fitted regarding their account findings.
If the customer is not under a fixed contract rate, that means they are under a monthly roll over plan, under this scenario we should explain to the customer the following:
Mr. Customer, I see your contract is expired and that’s the reason why your current bill is higher than normal, you are currently out of contract. I’ll be happy to renew your account with the best plan available, in this way we’ll be able to reduce your bill.
Mr. Customer, I see your contract expired last month, and that’s the reason why your current bill is so high, you are currently out of contract. I will need to transfer the call to sales to make sure they can renew your contract.
Mr. Customer I see your contract expired last month and that’s the reason why your current bill is so high, you are currently out of contract. Unfortunately there is nothing I can do to reduce your bill.
None of the above
What could you recommend as a solution to customers that are charged reconnect and disconnect fees every month, to avoid additional charges that increase their bill:
A. Please make payment by the due date using any of our self-service options or call a customer service representative to assist with the payment.
B. Auto pay is a great option to avoid any late payments which can cause additional late fees.
C. I recommend you to call before de DNP due date so we can remove those charges
A and B are correct
If the customer does not accept any of the efficiency tips or smartmetertexas.com website or if they want to continue disputing the meter reading, you should proceed:
A- If customer has a smart meter AMSR, submit a meter re-read call note, assigned to CSR Sup Transfers
B- If the customer does not have a smart meter (AMS-manual), do not submit a meter re-read, because the information that shows actual read is accurate
C- If the customer has a smart meter AMSR, do not submit a meter re-read call note because the information that shows actual read is accurate
D- If the customer does not have a smart meter (AMS-manual), then submit a meter re-read, assigned to transfers.
E- C and d.
If the customer wants a meter test for either smart meter or non-smart meter what should you do?
Inform the customer that if the results come back accurate from the meter test, they can be charge a service fee from the utility. If customer agrees, then submit meter test assigned to transfers.
Submit the request to resolution and inform the customer that that if the results come back accurate, there won’t be any additional charge.
Submit the request to resolution and inform the customer that that if the results come back accurate, there won’t be any additional charge.
Submit the request to correspondence request to receive the final bill, they can be charge a service fee from the utility.
All TDSPs offer a free meter tests, there are no charges for this request:
True
False
The call note for a meter test is:
Meter test, assigned to resolutions
Meter test, assigned to transfers
Meter test, assigned to Cyla for follow up
None of the answers
What is of the top energy user?
Dishwasher/ Refrigerator/ Computer
Cooling (AC) and Heating
Gas stove, cooler, dryer
All of the answers are correct
How do we stop the vampires from sucking the power?
A. Put a group of there devices on a power strip and turn of the strip when non in use.
B. Look for energy star appliances that are designed to rely less on standby power.
C. Buy products that are not listed as having low standby power usage.
A and B are correct
