COLLECTION
WHERE DO YOU FIND BP'S FPL% IF NOT ON AGENT ASSIST?
IR RECORD FROM DOCUMENT APPROVAL AND PARTNER OVERVIEW
WHERE DO YOU FIND HIGH BILL TALKING POINTS?
BILLING -> HIGH BILL ANALYZER -> TALKING POINTS
WHAT IS PROBING?
"MAY I ASK YOU A FEW QUESTIONS TO BETTER ASSIST YOU"
OR TANSITIONING TO ASSIST
WHAT IS AN EXAMPLE OF A FRIENDLY FILLER?
HOW IS YOUR DAY?
CONGRATS ON YOUR NEW HOME!
ENGAGING IN APPROPRIATE CONVERSATION OUTSIDE OF THE 8 STEPS.
WHEN DID DETROIT EDISON BECOME DTE?
1996
WHAT ARE THE 4 B'S FOR EMPATHY?
BE AWARE, BE CALM, BE RESPECTFUL, BE FORGIVING
HOW DO YOU ENROLL A BP IN A FLEXIBLE DUE DATE?
CONTRACT ACC NUMBER -> EDIT -> TERMS OF PAYMENT
WHAT IS INFLECTION?
The rise and fall in your voice. Remember to use a natural up and down cadence in your tone to
show engagement. To accomplish inflection, stress important words. To Avoid sounding
monotone, put emphasis on every 3rd to 4th word.
WHAT IS THE BENEFIT OF INTERATION RECORD FOR DTE EMPLOYEES?
VERIFY PREVIOUS CONVERSATION WITH REPS AND AVOID REPEAT CALLS OR IMPORTANT INFO FOR ORS, PAYMENT AMOUNTS ETC.
DEFINE; LL, APP, AND PID
LANDLORD, AUTOMATIC PAYMENT PLAN, PERSONAL IDENTIFICATION DOCUMENT.
WHAT IS THE ANNUAL INCOME FOR A SINGLE FAMILY HOME (3 PPL) TO MEET FPL 150%?
$14,168
HOW DO YOU SEE THE NOTES ON A COMPLETED SERVICE ORDER?
SO FLY OUT -> THEN "CHANGE IN SPECIFIC SO
HOW DO YOU PERSONALIZE A CALL?
CALL THEM BY THEIR NAME OR THE NAME THEY APPROVE OF
TO REMAIN PCI COMPLIANT, CARD INFORMATION CAN BE READ BACK TO THE BP. TRUE OR FALSE.
FALSE
WHAT IS THE LAST DAY TO COMPLETE THE GALLUP SURVEY
09/23
WHAT INFORMATION CAN YOU FIND ON THE COLLECTION FACT SHEET?
ACCOUNT INFORMATION, AGENCY INFO, CUSTOMER PROFILE, COMMITMENT DETAILS, FPL.
IN WHAT ORDER DO YOU PLACE CROSS STREETS FOR UNKNOWN EMERGENCY ORDERS?
ALPHABETICAL
WHAT IS REQUIRE FOR CALL CLOSING?
HAVE I RESOLVED THE REASON FOR YOUR CALL?
WHAT ARE THE 7 PAYMENT CHANNELS?
IVR (OVER THE PHONE,) CSR, KIOSK, ONLINE, MAIL, AUTHORIZED PAY AGENT, AND MOBILE APP.
WHAT IS THE KUDOS PHONE NUMBER?
989-872-6244
ARE YOU ABLE TO REFUND PAYMENTS MADE BY AUTHORIZED HUMAN SERVICE AGENCIES?
NO
CAN YOU STOP A PENDING SHUT OFF ORDER?
NO FOLLOW R900 PROCESS IF BP WILL PAY
NAME ALL 8 STEPS IN ORDER
WHAT IS THE MOST IMPORTANT PART OF A GAS LEAK CALL?
READING PAGES TOP TO BOTTOM LEFT TO RIGHTCALLER INFO, GAS LEAK DETAILS, AND ADVISMENTS
WHO IS THE BEST TEAM IN MIMO 2.0
TEAM 43