Entergy Services
Respect customers by clearly providing information the first time with an "I can help you" attitude.
Painless
restoration ESTIMATE/APPROXIMATE time based on past outage history
PREDCT
Green Color CODE (estimated time)
immediately-24 hrs
Ways to pay your bill
Online Text, Phone, Mail
automatic monthly draft
Auto Pay
"Thankyou for calling Entergy, my name is ___, how may i help you?
Which behavior is this?
Opening
What is one thing to do when a customer loses gas service or smells a strong gas odor?
Call 911 and 1-800-9OUTAGE (1-800-968-8243).
Full/Some power
EMERGENCY
SSM
Start Stop Move
QPC
Quick Payment Centers
What are the 4 states that service Entergy?
Texas, New Orleans, Mississippi, Arkansas
'Verification' on Outage Call- only ask for:
Service location, Name of the caller, Phone number
must be read for every call
Emergency Work Orders scripting
What is a delayed bill?
Technical issues regarding a bill.
Which payment method/way can be used to pay with NO fees?
myEntergy, checking/bank account
"You hear people, not problems. Every customer's greatest need is to feel understood. This is isn't something you do; this is who you are." Which pillar best describes this phrase?
Powerful
Always prioritize creating the ___ and note the actual '____' in "remarks" section when there is BOTH.
OUTAGE, EMERGENCY.
An ____ MUST be requested by the customer ONLY.
Outage Duration Letter
When should a MTVR work order be created?
If the customer was billed for non-residential rate instead of residential
2 payment ARRANGEMENTS include:
Extension, DPA
What Article # is Customer Contact Center Operations?
2753 Article No.
What do you do when the Carbon Monoxide Alarm goes off?
Advise the customer to contact the local fire department.
A single phase problem is an ___. What work order is issued?
Emergency, PART.
What do you do when a customer requests a copy of their bill?
Create a BICO notification
MyEntergy/Mobile App, Pay by Text, Pay b moBills, Pay by Phone
SpeedPay channels