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Sample/practice exam 10 January 2020, questions and answers
Business law (301)
Jimma University
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Service provisioning
Que. which shop can I access for fixed broadband internet subscription? Answer – To subscribe fixed broadband internet service, you can do it online by our “ ethiotelecom/onlineservices/” and you can also visit any nearby ethio telecom sales shops. Que. How long will it take to get the fixed broadband service installed? Answer - Your service will be installed within 3 days. We lowered the service installation duration from 7 day to 3 days Que. Our premise is on a building. Is it now possible that ethio telecom install internal cable for the building? Answer - Internal cable installation is still not handled by ethio telecom. It is handled by the customer. Que. Your service is not available in our area. How can I get the service? Ans. ethio telecom is working hard on fixed broadband network expansion in most demanding areas. Please wait patiently until the expansion project is over
Failure in accessing the service and complain
Que. Your call center is not accessible most of the time. Is there any other way to contact you? Ans. There are some other alternative channels opened via SMS (sending your requests to 8994) , web chat on ethiochatroom , e-mail on 994@ethiotelecom and on our social media pages like Facebook (https:// facebook/ethiotelecom ) and Twitter (https:// twitter/ethiotelecom ) Que. I am facing a very frequent service interruption. How can I get it solved permanently? Ans. Massive work is on progress to protect network elements by providing backup power when there exists a power outage and, we have done a modification to the network structure to serve you with less interruptions Que. why am I not getting the exact speed or band width I subscribed for my internet service? Ans. There are also some factors from customers’ side which may affect the speed you are getting. Some of these include the number of users on your network, your network topology and sometimes some applications on our computers affects. You can report the case via our contact center, and we will go for maintenance straightaway to solve it as quickly as possible.
Que. Does your technical teams empowered on technical and customer handling skills? Ans. Our technical team members are empowered on technical and customer handling skills. This will also be a continuous task of training and development to make them more capable.
Que. How long does it take to maintain an interrupted fixed broadband service? Ans. We have set a standard performance measurement KPI with a maximum of 3 days for maintenance and customers will be refunded for the days of outage if the maintenance takes more than 7 days
Billing
Que. How can we reactivate our suspended service on time after we settle bill? Ans. Currently reactivation of suspended service becomes online and real-time. Que. How can I contact you if I face a bill complain on my service and how long will it take to be solved? Ans. All our Contact center channels are available for bill complaint handling. 15 days is the maximum duration set as a target for a bill complaint to get resolved. When there is a special case, escalation process will be used. Que. What are the channels we use for bill status inquiry service? Ans. We respond for bill status inquiry mainly through our contact center channels and by self-service (calling to 994 IVR and sending SMS “994” to 994)
Sample/practice exam 10 January 2020, questions and answers
Course: Business law (301)
University: Jimma University
