"The customer is always right"
"Making the call"
"Pay my Arrangement"
"And the State Says.."
"Managing the Meter"
100
There are two conversations you can use to review or add/update a customer note, and one convo for permanent notes (three answers)
What is "IQCN" (Inquiry), "ASCN" (Add/Update) and "ASRQ"
100
When making the call, it is important to always speak to the responsible party/name on account. To check "In Care of" you should used conversation:
What is "ASUA". Ask if they are responsible for the call and if they agree, put their info in ASCN (Customer Notes)
100
Customer wants to get back on their agreement, so you use either of the two convos _________ or ________ to review their old agreements, and check if you can either _________ the agreement or give them a new one. (3 answers)
What is "IQAG" "CAAG" and "REINSTATE"
100
All New York residential National Grid customers are protected by a bill of rights called _________ and commercial accounts are protected by _________.
What is "HEFPA" and "The PSC"
100
Customer wants to know when is "their next meter read". It's best to use this conversation, and manual meters are physically read every ___________. (2 answers)
What is "IQMS" and "other month"
200
You can find alot about the customer in this section, including address, phone number, arrears and current balance:
What is "Account Banner"
200
The customer wants a copy of their account statement. You use the conversation to send them one!
What is "IQAB"
200
Arrears is just another way of describing _______ and this conversation _________ allows a customer to use the "pay by check" method.
What is "past due balance/debt and CSTC" (Check by Phone)
200
National Grid will only shut off service for residential customers during these times/days:
What is "Monday-Thursday 8am-4pm"
200
A customer is about to have their meter locked! You are requested to check the date of this visit, so you review __________ and use this conversation _________ to locate it: (2 answers)
What is "field eligible date" and "IQCS"
300
This conversation will allow you to review a series of charges and credits on the account over a number of months:
What is "IQRB"
300
Customer is asking about specific details to do with their bill history and consumption, it's best to use conversation ________ and receive the __________ for the read (2 answers)
What is "IQBH" and "Index"
300
DAILY DOUBLE!!! Customer is having issues paying down a large gas bill. You decide to recommend this payment method first, and it's accompanying conversation, or refer them to the __________ if they have a hardship. (3 answers)
What is "DPA" (Deferred Payment Agreement) and "CAAG "to review DPA requirements and "District Office"
300
Some customers may apply for assistance with their heating bill, as a one time grant of this amount of money __________. (2 answers)
What is "HEAP" and "$150-500"
300
You want to check the history of meter reads, so you check this convo: _______ and for the name of a marketer you check this convo: ________ and the account banner will show this as a rate for a heating account __________
What is "IQMR" and "IQMS"..."T1B"
400
These conversations are best used to get a full overview of all activity on the account, and also all collection-related activity. (2 answers)
What is "AHSA" and "AHCL"
400
DAILY DOUBLE!!!! The customer wants last month's bill mailed to them as they were on vacation recently. They also want you to tell them the balance of their nearby property on the same block. You use conversations (2) __________ to send them the bill, and ________ to look at their nearby property.
What is "IQBD" and "SRCH"
400
Convo _______is great to use to help a residential customer pay down their debt. DPA payments require a _________ first for enrollment of _______, and the debt is then spread over ______ months in NYC for a specific agreement. (4 answers)
What is a "CAAG", "downpayment", "15%" and spread over "10 months".
400
It is after 5pm on a Wednesday, and the customer you are speaking to is having issues with paying their bill, is sick and elderly. It's best to fill out the ______________ which is given to _______________.
What is "Notification of Sensitive Condition Card" and "Consumer Advocacy"
400
Daily Double!! In order to request a meter change, you use this conversation ________, advise the meter is changed every __________and make sure you give the _________ policy and ask for access to _____________ before completing the call.
What is "RSMT" , "7 years" and "MCA" (Must Call Ahead) and "meter and appliances"
500
The customer is field eligible, and would like 2 more weeks to pay off the full balance. It is best to ask for a payment first of ________% then use this conversation ________ to give them a __________. (3 answers)
What is "40%", "CACE" and "Extension"
500
Before you take a check payment, you must use this conversation FIRST _______ and check this field called _________ to see if you can. If the customer has more than 2 bounced checks, you must use this conversation _________ and check as far back as __________ first. (4 answers)
What is "IQCS" and "Number of NG Checks". Then you use "IQRB up to a year to see if they had a bad check ".
500
Balanced Billing or conversation __________ is a method that must be recommended with DPA, and allows a customer to average their monthly bill into ________ months to better manage the highs and lows of their gas charges. It is also reviewed every _______ months by NG for any readjustments. (3 answers)
What is "BABP", "12 Months" and "4 months".
500
What is Consumer Advocacy, what is the name of the form they receive, and what are their hours? (3 answers)
It is a special department that reviews cases regarding elderly, or poor conditions. They receive the Notification for Sensitive Condition Card and work Monday-Friday 9-5pm.
500
What is the MCA policy?
"Its the Must Call Ahead Policy. The serviceperson will make 2 calls. If the customer doesn't pick up the first one, the serviceperson will move on to the next job then call back. If no one picks up the second time, the appt will be cancelled and the customer will need to call back to reschedule."
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