CS/QA
The proper greeting is worth how many QA points?
4
Define Meter
A device that measures the amount of electrical energy consumed by a residence, building, or an electrically powered device
Forgiveness plan offered to qualifying RI residential customers.
AMP
What does the yellow diamond shape mean?
You have to make a decision
What is the first step in completing a start,stop,move in ID?
Launch Start/Stop/Move in ID
What are the 3 ways/words QA will score calls?
Reinforce
Refine
Redirect
Define Weatherhead
A round cap made of metal or plastic that protects the electrical lines of a house
What are the names of the short and long term payment options?
Collection arrangement and payment agreement
The blue rectangle is the what symbol?
Action
Who can request a stop service?
COR/ ratepayer
SCOR
Executor of Deceased
What does it mean to “transition to probing”?
Ask customer may we ask them some questions
RIE repairs the wire that runs to the customer’s home, but do not trim trees along this area
Service Drop( Bracket and Wire)
What are the 3 options for collection arrangements?
Multiple installment Arrangement
Calendar Arrangement
Backstory or the tips, help, AKA the WHY is what color and shape?
Purple rectangle
Customer wants to start new electric service, what is the timeframe they have to choose from?
8-4
What is the hold procedure?
Ask customer if you can place them hold
Advise how long and a reason why
Thank the customer for holding
The enclosure that houses and protects an electric meter.
Meter Base
A P03 account requires the following when setting up an arrangement?
Down payment of 25%, will have 12 installments, and is required to set up on budget billing
What should you do when you see the green Data shape??
Make a mental note or write down what you see.
When starting service, you can choose the next calendar up to how many days in the future?
And do not choose a what?
40 days
Holiday or weekend
In closing a call what is the proper way to end?
Ask if any additional questions
Thank the customer for calling Rhode Island Energy
Define Service Entrance Cable
The customer is responsible for the wire that runs along the outside of their home into the meter and from the meter to their service panel or fuse box
What is the order in which to offer arrangements?
Collection arrangement
Payment Agreement
Emergency plan
AMP
When a process is completely done you’ll see the what?? And what shape and color is it??
End Point and it’s a red pill/oval shape.
T or F. Electric Meters are not eligible for a soft off
True