CSol Quiz (Part 1)

What should we do if we failed to cancel an auto-renewal Policy 3 years ago?

What is the refund timescale for a Voice Cheque?

How would you code a complaint where a MBR is unhappy they were upgraded to At Home correctly due to no entitlement?

When multiple policies are linked to a case, which of the following should be the Primary Source?

If you provide the customer with the incorrect referral rights what would be the quality outcome?

Where would you record how much Redress you are paying?

When handling a BAU case that has been logged by a Frontline agent, what must we do?

How would you code a complaint where there is an allegation of mis-sell when member is not in a breakdown situation?

How would you correctly present the level of cover in communication with a member?

If a customer has requested a refund for their policy, but not specifically asked to cancel what would you do?

What is the refund timescale for a card refund on Cathie/Tiara?

If there is more than one policy in question what is it important to do?

What is the purpose of a Type, Dash or Moto case?

If you are unsure whether a customer has been given a vital piece of information, what should you do?

For a Final Response Letter, I must always?

When conducting an investigation it's clear a customer has contacted us but can't find a call, what would you do next?

What Internet Source can I use to investigate a complaint?

When calling to resolve a complaint I must?

What should I take into account when reviewing all calls via Zoom?

I should add an individual as a source on Voice if I need to write to them or send them an email, true or false?

What ISN'T a professional benefit of a duplicate case check?

If I call a number from a case and I realise it's the wrong individual, what do I need to do?

How would you explain your understanding of a complaint to a customer on a call or on a Final Response Letter?

How do you correctly record a membership number on Voice?

How would you Reason Code a complaint where there is an allegation of mis-sell against a patrol?

If a customer adds extra information to a complaint or raises other concerns, what do you need to do?

If I am unable to reach a member, what information should I leave on the voicemail message?

What is the correct statement about the primary complaint source?

Member was misadvised 6 people can be on 1 Membership, can I override this business decision as part of my outcome?

When would you agree (uphold) a Terms and Conditions complaint?

Which legal entity would be responsible for a claim declined on PGC due to a system or administration error?

When should complaint notes be added to a case?

I need to add a final case checklist to all my Business as Usual (BAU) complaint cases?

Where should all parts be outlined clearly?

Which one of the following ISN'T classed as 'Closing the Loop'?