Yes 3.30 Payment Arrangements 145 3 intro messaging about scams and call recording » main menu; selected option 2 "residential customer service" » residential customer service menu; selected option 1 "make a payment, receive information about your bill or extend your payment due date" » had to verify my phone number and enter my account number » had to enter my house number » payment menu; selected option 3 "check eligibility to extend you payment due date" » was given my balance and told I could extend my due date to June 7th (I hung up here before accepting this new due date) Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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This scenario involves two different tasks. For each, you are not able to pay your bill on time. 1. Your balance is too high and you can’t afford to pay your bill. You are contacting the utility to try to pay your past-due bill(s) over time. 2. You won’t have the money to pay your bill until after it’s due, and you’re contacting the utility to get more time to pay your bill. Off Navigation 3 Navigation took a bit of time but I was able to get there eventually. I had some confusion about which number to call and chose the payment line first. This wasn't right, so I had to call the other one. Here the navigation was fairly straightforward but slow. There was a lot to listen to at the start of the call before I could even hear any menu options. The actual menu options made sense and took me where I wanted to go. I didn't ever hear anything about making payment arrangements, just extending my due date. I would probably try to talk to an agent for more options than just this. 211931 Functionality 3 I think the process could be quicker. It took over two minutes to accomplish, discounting the time I spent calling the payment line. I did like that the residential customer service menu clearly stated an option for extending my due date so I knew when I went to the payment menu I would find what I was looking for (especially since I had to enter a bunch of account information before getting to the actual payment menu and would have been frustrated if it didn't include that option). One thing that might be nice is to tell the caller their original due date. I could extend to June 7, but I never heard when the original due date was, so I don't know how much extra time that entails. 211931 Delivery 4 Delivery was clear and the pacing was good. There were a few different voices present in the call, but all of the menu options were delivered by the same female voice. 211931