Abbreviations
TDU
Transmission, Distribution, Utility.
Difference Between TDU & TXU
TXU is the provider & TDU would be responsible for Transmitting & Distributing the electricity.
A spouse is the only contact type that can add other contacts to the account
True
This is Energy Charge + TDU Charge Divided by Kwh
Average Price Per Kwh.
I'm having a bad experience with you. Can i speak to someone else? Maybe someone higher?
ASG/Supervisor.
AMB
Average Monthly Billing
Vistra's Goal.
Make customers feel Supported, Assured, and Worry-Free.
John called last week and made a payment with the automated system to setup PE for 01/03. He was then disconnected because he went and made a payment on 01/04. This is an example of an F/O.
FALSE! This is an example of a LOIE.
This is where you go to see who's all on the account.
Relationships.
I don't like your accent. Transfer Me!
US Based
ASG
Account Supervisor Group
To set up a Deferred Payment Plan, customers must agree that they will not switch to another electricity provider until they have paid the total amount due tied to the DPP. Yes or No?
If yes? What is it?
Switch Hold.
You cannot setup a DPP when you have an active PE.
False.
________ are created when research is needed to resolve an issue.
Customer Issue Cases are created when research is needed to resolve an issue.
Agent: I'm having some trouble with finding this solution for this customer. I better reach out to _______.
Service Consult Queue
TCRF
Transmission Cost Recovery Factor
Two (2) REP Non-Recurring Charges
Deposit, Late Fee, Disconnect Fee, Returned Payment, Disconnect Recovery Fee .
Energy Assistance - The amount of money an agency promises or commits to pay toward a customer's account balance. This is how the 211 Texas program works.
Three (3) Trusted Advisor Skills.
Flexing Communication Styles, Active Listening, Conveying Advocacy, Using Positive Language, Acknowledging Baggage, Surfacing Additional Information, Positioning Alternatives, Recognizing Opportunities, Connecting the Dots.
Hey I have some billing inquiries about by business account can I get some help?
Account Service Manager (ASM)
ERCOT
Electric Reliability Council of Texas
Which document shows Plan information including Energy Charge, Incentives & Term Length?
EFL
Appeal to Their Communication Style - Tailor your approach to the specific customer situation, so it doesn’t sound scripted.
False - Position your guidance or offering, keeping in mind what appeals to the specific customer.
A __________ is designed for sending payments through the mail
These are sent with a customer’s bill. Additional envelopes can be sent, if requested
Remittance envelope.
You guy's better be prepared for this lawsuit im about to hit you with.
ASG.