Hot Topic
Sometimes electricity accounts are mistakenly moved over to a different electricity company without the customer's permission.
What is an IGL
This weather factor is likely to affect usage during the summer months
What is temperature
The gaps between what business promises in terms of the product or services and what customers get.
What is customer complaint
the practice of preparing to listen, observing what verbal and non-verbal messages are being sent, and then providing appropriate response
What is active listening
A form of communication sent to the customer who have been flagged as having suspicious behavior, as an attempt to prevent potential fraud and ID theft.
What is Fraud disconnect letter
This tool helps us compare usage patterns for the current billing cycles compared to previous billing cycles
What is Billing Analysis
A customer with a complaint that is resolved is _____ likely to stay than a dissatisfied customer who does not voice any complaints
What is more likely
________ language is a great way to avoid accidental conflict sprung from miscommunication
What is positive language
To temporarily change your preferred style to the most comfortable style for the other person with whom you are communicating
Flexing Communication
This graph will provide daily and even hourly patterns of consumption
What is the Usage Graph
The average customer with an unresolved complaint will tell _______ to 10 people
What is 9 to 10
Good customer service make customer feel like they are the number one __________
What is priority
In May ________ dollars of assistance was provided to TXU Energy customers.
What is $6.2 Million
A service plan change may produce bill relief but ____ ____ definitely will
What is reducing usage/consumption
Credit adjustment on the customer’s account for a discretionary amount and is used as one-time resource that can help resolve minor customer complaints or gain/retain customers
What is a courtesy adjustment
This will greatly influence the customer experience and effectiveness of customer decision making
What is accuracy
Non-commodity charges, TDU charges detail, Incremental billing days, Year to Year usage, Temperature vs. usage, and Outlier days
What is the 6 categories to explain a High Bill
Regularly cleaning or replacing your air filters can save you up to ___ on the annual energy costs
What is 15 percent
May's top PUC complaint reason
What is IGL
The use of words that mean the opposite of what you really want to say, especially in order to insult someone, or to show irritation, or just to be funny.
What is sarcasm