Customer Issues

1.

1 point

If a customer has questions regarding a claim that you are unable to answer, transfer the customer to the quality department.

True

False

2.

1 point

Calls for persons in positions, such as chairman, president and senior vice president, are transferred directly to them.

True

False

3.

1 point

If the customer is contacting MidAmerican Energy about an issue that he referred to a regulatory agency and quality is still doing research or has not responded to the issue, how do you handle the call?

Read the Critical Commission Complaint Contacts to determine what options are available for the customer and proceed with the call.

Do what you feel is right.

Advise the customer he will be contacted by the regulatory agency or by quality with a response to his concerns.

Advise him to contact the regulatory agency.

4.

1 point

If a customer has referred an issue to a regulatory agency, quality documents the account using a Critical Commission Complaint Contact.

True

False

5.

1 point

A customer with an unpaid damage claim cannot be denied new utility service for that reason.

True

False

6.

1 point

Referring a customer to a regulatory agency should be considered a last resort.

True

False

7.

1 point

Calls for the compliance officer or chief compliance officer should be directed to?

Mr. Ousley

Jeff Gust

Mr. Fehrman

Warren Buffett

8.

1 point

PPP and IPP programs will be ending on December 31.

True

False

9.

1 point

If a customer offers a complaint about tree trimming, wood chips or anything to do with tree service, complete a Customer Issues Form.

True

False

10.

1 point

A subpoena is required if a copy of a service order is requested.

True

False

11.

1 point

In Iowa, if a request is made in writing, annual energy costs, by meter, can be provided to the owner, renter or prospective
purchaser/renter of the property without the customer's authorization.

True

False

12.

1 point

If the customer is contacting MidAmerican Energy about the same issue that he referred to a regulatory agency and quality has responded to the issue or the issue is closed, how do you handle the call?

Advise the customer he will be contacted by the regulatory agency or by quality with a response to his concerns.

Do what you feel is right.

Read the Critical Commission Complaint Contacts to determine what options are available for the customer and proceed with the call.

Advise him to contact the regulatory agency.