Billing Terms
10: What does "invoice due date" mean on a customer’s bill?
Answer: The date by which the customer must pay their bill to avoid late fees.
10: A customer calls saying they never received their bill this month. What should you do?
Answer: Check their account for email or paper billing status and escalate.
10: What is the name of Flow’s internet service?
Answer: Link Up
100: What is the national dish of Trinidad and Tobago?
Answer: No national dish but crab and callaloo, pelau and doubles are popular
10: How do you favourite an article in iKnow?
Locate the article and select the "Star" icon
20: What is the term and amount for a charge applied when a customer pays their bill after the due date?
Answer: Late payment fee is $25
20: A customer’s account is suspended for non-payment, but they claim they paid yesterday. What’s your next step?
Answer: Verify the payment in the system and provide guidance if it hasn’t posted yet.
20: What type of television service does Flow provide?
Answer: Flow Hub TV or Flow AVS.
20: In Barbados, what does the term “liming” mean?
Answer: Hanging out or socializing.
20: A customer wishes to change their service address. What are the steps to complete this.
Answer: Account > Sales and Post Sales > Change Product Address > Confirm the new address
30: What is the term for a previous unpaid amount carried over to the next bill?
Answer: Outstanding balance.
30: A customer wants to watch "DW Channel ". Which add-on would best suit them and the price?
Answer: A La Carte for$16.62
30: Name 3 of Flow’s bundle plans.
Answer: Everything you want, Everything you need, Everything and More
30: What is the name of Trinidad and Tobago’s famous annual festival?
Answer: Carnival.
30: How do you remove a Sales Bar in Barbados?
Create a ticket to clear the Sales Bar
40: What is the mathemtics behind "pro-rated charges"?
Answer: (Total number of days in the month / Cost of service monthly ) * Days service was used for
40: A customer calls requesting a payment extension. How do you respond?
Answer: Empathize, reassure and educate on transfer/escalation process
40: Which one refers to internet speed? Mbps or MBPS.
Answer: Mbps
40: What is a popular traditional Barbadian dish made with salted cod and cornmeal?
Answer: Cou Cou and Flying Fish.
40: What are the steps to locate the S/N for an equipment the customer no longer has?
Answer: Account > View Account > Status = Recovered > Search for Equipment
50: What is the term for an adjustment applied to correct a billing error or offer compensation?
Answer: Credit.
50: A business customer is disputing charges on their corporate account. What additional steps should you take?
Answer: Escalate to the Business Support team and provide detailed documentation of the charges.
50: What is Flow’s bundle offering called when customers combine internet, TV, and mobile services?
Answer: Flow Triple Play.
50: What is the name of the steel drum instrument popular in Trinidad and Tobago?
Answer: Steelpan.
50: How do you add 100 minutes to the customer Phone Plan?
Answer: Sales and Post Sales > Browse Catalogues > Content > Talk > Add On Minutes