Dunning
What is Dunning?
Dunning is a credit process that attempts to collect a certain amount owed to TXU Energy
Where can you see the disconnection amount?
Customer 360
Where should we reconnect a customer disconnected account?
Alerts
What is the 1st thing you ask when greeting the customer?
Who do I have the pleasure of speaking with?
What days and time do we service during class?
May 1-5th 9-11am
You can find additional Dunning information.
In Salesforce
How do you view a disconnection notice?
Click on Disconnect notice link
When processing a reconnect always make sure you are reading _______ to inform the customer.
yellow box.
Make sure you give an _________ statement when helping the customer.
Assurance Statement
How are Reconnection orders sent
They are sent automatically by CXT when made using the payment methods
What are the three Dunning timelines.
High Risk, Standard, or Low Risk. The Credit Details Tab will display the customer’s Dunning Timeline.
When should a disconnection amount be paid?
On or before the disconnection date but before 11:59pm on the disconnection date.
What is the fee for taking a payment for reconnects
no fee for payments
We should always show _______ as needed on the call.
Empathy
Where can we verify in CXT a reconnection order was issued?
Within the Customer Story
Is a dunning the end of a customers account.
No, not if they make a payment
Why was it necessary to display the disconnection order using the premise info tab?
To determine if the order was still pending
Name 3 ways a cx can make a payment for a reconnect
• the web (www.txu.com)
• authorized payment locations
• through our IVR system (called IVY) • and, of course, with a Trusted Advisor:
What app should be offered for usage and to manage their acct?
My ACCT
What is the metric for the loss rate?
1.75%
1-___________ In 18 business days the account will go from Past Due to Disconnected for Non-Pay
2-___________ it takes 31 business days for the account to go from Past Due to Disconnected for Non-Pay
3-___________In only 10 business days the account will go from Past Due to Disconnected for Non-Pay
1-For Standard Risk
2-For Low Risk customers
3-For High Risk:
How is a reconnection order submitted?
By taking a payment
If you discover or suspect the customer made a payment at an unauthorized location:
• Advise customer that payment could take up to ____
10 business days to post to their account.
What should you recognize when on a call? What should you make sure is on each acct before ending the call?
Tenure and email
What are the #1 reason agents receive LOIE's
Not rechecking their work.