During a Routine Audit of a Customer Service Hotline, an Internal

question 24

Multiple Choice

During a routine audit of a customer service hotline, an internal auditor noticed that an unusually high number of customer complaints pertained to payments not being applied to the customers' accounts. Which of the following would most likely be the reason for the high volume of complaints?

• A) An ineffective customer service department.
• B) Poor controls in the invoice approval processes.
• C) Check tampering by an employee.
• D) Submission of fraudulent expense reports.

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Definitions:

Whey

A liquid by-product of cheese production, rich in proteins and lactose, commonly used as a dietary supplement and in various food products.

Cocoa

A key agricultural commodity produced from the seeds of the cacao tree, used primarily in the making of chocolate.

Consumption

The use of goods and services by households.

Silver Bells

Typically associated with a song or decoration, especially around Christmas time; not a standard economic term.