Billing Mission 3 Knowledge Assessment
Billing Mission 3 Knowledge Assessment
Test your knowledge of customer service and billing protocols with our engaging quiz! This assessment is designed to evaluate your ability to effectively communicate with clients regarding their billing inquiries.
Key features:
- 6 multiple choice questions
- Focus on real-world scenarios
- Immediate feedback on your responses
Mr. Thompson thanks you and waits patiently as you do your research. You were unable to find the missing payment. How do you communicate with the customer?
�Mr. Thompson, I can’t find the payment in our system. If you could provide me with a copy of your cancelled check, I’ll submit it to our Payments team, so they can look into it.”
�Unfortunately, I can’t find the payment in our system. Please send us proof of payment so we can make sure you don’t get charged a late fee.”
�Mr. Thompson, I apologize I wasn’t able to locate your payment in our system. The next step to correct this is to get either a copy of the check or bank statement showing the payment cleared. Then our Payment Team will research and update your account. This could take up to 7 business days to complete. I just need a bit of information …”
Frederick Thompson calls because he sees that his last payment cleared his bank account, but he doesn’t see it applied on his Spectrum account. How do you respond?
�I know this is a frustrating situation for you. I’d like research the system to see if it got misapplied.”
�I’m glad you called in so I can research this for you and see if it was misapplied. Is it all right if I place you on a brief hold while I research your account information?”
�I’m sure that’s frustrating. Do you have a copy of the cancelled check that you could send us?”
Mr. Smith said he’d like to set up recurring payments online using his credit card, so he can get air miles. He also asks when the payment will post on his credit card statement. What do you tell him?
"You’ll see your first charge starting with your next Spectrum bill statement. Your card will be charged each month after that based on your billing due date. You can reach out to your bank for specifics of the credit card statement."
�Online payments will post to your credit card immediately. The payment will show on your Spectrum account within 2-3 days.”
�Online payments will post to your credit card. Your Spectrum account will show the payment within 2-3 days after that.”
Wyatt Smith calls and would like to set up recurring payments. How do you respond?
"Would you like information on how to setup an online account? I can send you an Email with instructions"
�You can set this up online in your My Account.”
�You can set this up yourself by going online to your My Account. My Account is an online destination where Spectrum customers can easily view and pay their bills, manage their Spectrum services and more. Would you like me to send you an Email with instructions?”
Lucy Shoreman calls in and asks, "What are my payment options?" How do you respond to her?
�I see your account balance is $79.95. I’m happy to take your payment now.”
�I see your account balance is $79.95, and we have several options for your payment. You can pay online, through your Spectrum app or our automated voice system. For a $5.00 processing fee, I can take your payment over the phone. What method of payment would work best for you?”
�I can take your payment now on a credit card. We take Visa, MasterCard, American Express and Discover. We can also take an Electronic Funds Transfer. Which card would you like to use?”
Considering her options, Ms. Shoreman responds, “I’ll pay $5 to get it done today. Here’s my credit card number…” As you move to process the payment in the billing system, what should you say next?
�Thank you. Your payment is being processed within our system and it will show up on your account, in our system, soon.”
�Great! I can take your credit card right now. You will see your payment of $79.95 posted on your account within 48-72 hours. And you’ll see the $5 processing fee on your next statement.”
�Thank you. I’ve processed your payment in our system for the amount of $79.95. You’ll see the $5 processing fee on your next statement.”
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