SMART
True or false?
If a customer has a SMET1 and wants the latest SMET2 version, we CAN book this in for them to get it changed.
FALSE
We cannot book a SMART appt where a customer already has SMART. If they have SMET1, we do not exchange for SMET2.
What does CHP outline to the customer and when would we offer it to them?
The Complaints Handling Procedure outlines the customers rights with us, while there complaints is open. We would advise the customer of CHP as soon as we open a complaint or if we have opened the complaint and closed it same day, we wouldn't need to advise the customer of this, as long as the complaint is resolved.
What flows would we see the MTD's?
149 and 150. THEY ARE MARRIED ;D
What is a negative charge?
A negative charge is where we are trying to bill the customer for a reading lower than what we have previously billed them to. For example, 01/12/2023 reading is 500 but 01/01/2024 reading is 450.
What is the name of the app we use to check how many calls are waiting, who is in available, who is on a call and who is offline?
PULSE
What are 3 business customer benefits to having a SMART meter?
Accurate bills / accurate payments / no need to submitt meter readings
How many days does the customer have to give us to resolve the complaint BEFORE they can approach the Energy Ombo?
56 days.
What is a D86?
Notification of a COS read
In what situation after a rebill, would we delete a customers next payment?
When the customer is on a VDD and they are in credit. We do not want to keep taking money and put the customer in more credit.
If you cannot find a customers account using there account number, what other bits of information can you ask them for?
first line of the address, post code, MPAN, MSN, email address
When the SMART checker says 'maybe, Single gas maybe- check customer does not have elec with us' and the electricity is with another supplier, can we book SMART?
YES! Get it booked in! This message is saying we supply the customers gas and we need to check if we ALSO supply there electric. If we do, we can book but we need to leave a note saying this is an 'unmerged booking'. If we don't supply the electric, we can STILL book it in!
If your complaint now shows as an 'Official Complaint', what does this mean?
The customer has gone to the Ombudsman and the complaints team are working on the case. If this is the case, you may see the complaint removed from your thumbs down area of Kraken.
What is an MBR?
Gas COS reading
What is the golden rule when billing a multi meter account or a multi register account to ensure the bills align?
Whatever you do on one meter/register, you need to do on the rest.
If you have a questions, what 4 ways can you try to find the answer?
Wiki, Slack, ask your col's, ask your trainers.
Name 5 pieces of information do we need from the customer before we book in a SMART meter...
Any of these:
Someone over the age of 18 at the property/ Where is the meter / Parking on site / Contact name and telephone number of someone at site while the job goes ahead / anyone vulnerable at the property / GSOS / Obstruction of meter
What 4 bits of information do you need to make sure you include in your complaints notes after having contact with the customer?
Who you have spoken to, what was agreed with the customer, what you next actions are, evidence of customer contact/any actions you have taken.
What is the MRI?
Gas MTD's
A customers meter is 5 dials and they have submitted two readings recently. On the 01/01/2024 they submitted 99890 and on the 01/02/2024 they submitted 10. Is this correct and how would you verify the customer is giving readings correctly?
This is correct because the customer meter could have clocked over. Once a 5 dial meter gets to 99999, it will start from 0 again. To ensure this is the case and the customer isn't taking incorrect meter readings, we could ask for a photo of the meter, showing the meter readings and the MSN
Customer wants access to there online account. How would you get them set up?
Ask for there email address, add this to the account, send password reset email.
On average, how much does each aborted SMART job cost E.ON Next?
£140
I'm working to resolve my complaint every day, but because I'm not due to contact the customer for 7 days, it's okay to let my next review date default to 7 days.
WRONG.
Every time you take action to try and resolve your customer complaint, even if you are not due to contact the customer, you need to note what you have done in the complaint tracker, so we have evidence that you are working on a complaint resolution.
Who would send us the 2 x D11 flow?
DC and MOP confirming that they accept there agent appointment
You've got a two rate meter that shows both day and night usage. When they DC has visited site 2 weeks ago, they have only sent us a reading for the day register. What do you need to do to bill the account for both the day and night rate?
Enter an estimate for the same date the DC took the meter reading 2 weeks ago.
If the customer has not got an email address or number on there account, what other 3 things could we ask for GDPR?
Full site address and post code, last bill amount, how do they normally pay there bills.