School of WooHoo - Chapter 9: Handling Customer Enquiries - Activity 1

Welcome to Chapter 9: Handling Customer Enquiries - Activity 1

After completing this chapter, you understand and follow NZTR policies and procedures, solve basic common queries from customers and become familiar with our calling process.

If you get an answer incorrect, it will tell you the correct answer and on occasion, a further explanation. Please do not attempt the question again, just move on to the next question.

Use your resources such as Woogle wisely and ensure you fully read the question before answering.

Good luck!

Chapter 9: Handling Customer Enquiries

1. Kate has called to office and wishes to update her bank account. Please state five security questions that you could ask Kate in order to update her bank account.

  • Full Name
  • Full address
  • Last interaction with WooHoo
  • Date of Birth
  • Home or Mobile number
  • Mode of application with WooHoo
  • WooHoo ID
  • Email address

2. Fill in the below blanks in relation to updating a bank account.

digit prefix representing the bank (e.g. Kiwibank)

The branch code (digits) (e.g. Sydenham)

The account number (digits); and

The suffix representing the account type (digits).

3. What is the difference between the Fair Trading Act and the Consumer Guarantee Act?

  • The Fair Trading Act is a series of “guarantees” relating to goods and services, after sale and the Consumer Guarantees Act prohibits misleading or deceptive conduct, false representations and unfair practices
  • The Fair Trading Act prohibits misleading or deceptive conduct, false representations and unfair practices and the Consumer Guarantees Act is a series of “guarantees” relating to goods and services, after sale.

4. Match up the correct “Calling to IRD” header with the appropriate situation.

  • FAM Query
    For all Working for Families Tax Credit Queries
  • IR3 Query
    For making adjustments to IR3 returns
  • SL Query
    For Student Loan queries
  • Contact Details
    For contact details and numbers
  • Remove
    To remove IR3 requirements
  • R&C
    When you require a year requested and confirmed
  • Bankrupt
    When the customer is bankrupt and we require information
  • Query
    For any general queries

5. True or False? If the customer would like us to transfer a refund to an account that is not their own, we can assist! Choose below if each statement is true or false

  • The first thing you need to check is to see if they have provided photo ID and is attached in Alpha.
  • The customer must meet our usual ID requirements from IRD. This means the ID provided must be from the approved list and be current or expired within 1 year
  • We must read the non matching script to the customer if they wish to use this process
  • If they have provided photo ID and it is attached in Alpha; then you can obtain the alternative account details and follow the process.
  • If they have provided a Driver’s License and it has passed the Online check, then we will then be able to update to the alternative bank account.