Customer 101
1. Focus on what is best or the customer.
2. Facilitate a resolution.
What is being a customer Advocate?
They get a 10 day extension on a TON
What is a low income customer?
The first date on an event is called this
What is a trigger date?
A customer is allowed the maximum of this many PA's in an 18 month period
What is 4?
Holds information related to the Customer.
What is the Person Level
The customer you are speaking with.
Who is the most important customer?
When a turn off notice is received in the mail you have a limited amount of days before it expires
What is 14 days?
The event is in this status when there are two dates on an event
What is completed?
TOE - Pending stop - Bankruptcy - Excess Credit - Write off - Unpaid Security Deposit - Unsatisfied NSF
What makes a PA ineligible?
Holds financial Information
What is the Account level?
We treat our customers with courtesy and respect
What is a guiding principle?
These are the two places to see dates and amounts owed on a turn off notice
What is Credit Information Zone and Customer Balance?
A call is made to the customer in the collection process, and this houses that call weather successful or unsuccessful
What is a customer contact?
When you enter into this process you cannot get a PA
What is Severance Process?
Each commodity with a charge has one of these that become active?
What is a service Agreement?
Customer social security number
Customer telephone number
Customer date of birth
Customer email address
What is Personal Identifiable Information?
When doing a case for a turn off notice extension, do not fill in this space
What is comments?
This customer received two dialer calls and once turn off notice in the mail
What is a high-risk customer
For a down payment, it must post in this many days to become a granted PA
What is 4 days?
Most residential customer has this basic makeup of their account?
What is one person or account to one premise
Do this before allowing a customer to enter into their account.
What is account verification?
A customer is not able to get a turn off notice extension for a reason so the agent must now complete this comment on the account.
What is an extension denied customer contact?
When a bill is due you have a few days after due date before going into collection process active
What is 4 days grace period?
Customer must be asked to seek this first before offering a PA
What is Energy Assistance?
The V - Model is made active by what action between BGE and the customer?
What is a handshake?