Are you smarter than a supervisor??
What tool can be used to review a customer's daily consumption that also includes the temperatures for that specific day
Myusage
What is Electric Demand
Electric demand is the total amount of electricity you use in any one moment—in other words, the peak amount you are pulling from the electrical grid at one time. Everything that draws electricity adds to your demand.
What is empathy
The ability to understand and share the feelings of another
What is My OUC Energy Coach?
My OUC Energy Coach is a customer awareness and education tool that helps customers better understand their energy usage through trends, insights, and alerts.
The same AC energy savings tips you would provide to a customer with an AC unit can be provided to assist with retail Chilled Water customers in reducing usage and lowering their bill.
True
How is customer Demand measured?
Demand is measured in units called kilowatts (kW), but consumption is measured in kilowatt-hours (kWh) since it tracks over a length of time.
Why is Empathy important?
What CAN My OUC energy Coach Do?
Show usage trends, provide appliance category estimates, deliver energy insights, provide alerts and notifications and help customers understand patterns.
The chilled water supply is chilled to approximately _ degrees when it leaves OUC's chiller
38 degrees
What is Peakshift?
OUC's plan to Modernize Pricing, Promote Affordability, Protect Reliability, and Enhance Sustainability
When should Empathy be used?
On every call and throughout our daily interactions.
What is the troubleshooting method when assisting customers while reviewing their Personalized Care Videos?
Listen, Review, Explain and Resolve
What is the protocol for requesting time off when no time is available in Verint?
Special permissions forms
What month can customers expect to begin seeing demand charges reflected on their billing statements?
Traditional-November for October's consumption usage
Prepaid-November Billing Cycle
What does empathy mean to you?
Response must be in line with the definition.
What CAN'T My OUC Entergy Coach do?
Determine exact causes
Diagnose equipment
Replace billing cycles
Guarantee savings
Measure individual appliances daily
When is the appropriate time to transfer a customer to OMS?
Water leaking from the meter box
Flickering lights/Loss of power
Wire down/Pole damage
Emergency shutoff/Temp drop/Reinstate
What are the demand level fees? Orlando & St. Cloud
Orlando Rates-$5, $10, $15 depending on the customer's KW
Small Commercial Rates-
St. Cloud Rates
When the customer is frustrated regarding a high bill, what empathy statement would you use?
Response in line with definition of Empathy
When discussing My Energy Coach, what are the Guiding Principles to keep in mind when explaining consumption to a customer? Do's and Don'ts
Use-Explain/Interpret/Educate
Avoid-Diagnose/Assume/Guarantee