Navigating the Kraken
This is where you go to see available tariffs for a customer
Agreements Tab
What can you add to an email response to make it more cheery?
Emojis! :) :P :D
A customer calls and says their rates on their bill are different then what is reflecting on their online account; why is this?
The statement does not include VAT (it does say on the statement that it doesn't include VAT, but some customers may miss it)
Where do you go to change the billing name/billing address?
Details tab
Where can you see what the customer has on supply with us?
Main Kraken account screen up top on the middle, properties tab, or even the statement, however the first would be the quickest to get to.
This is where you go to add a new user to an account
Users Tab
How can you take ownership of an email?
A customer calls saying they want their fixed direct debit amount lowered, how would you do this?
Payments tab -> Payment schedules -> Click the "+" (NOT the + Holiday) -> Fill in the boxes :)
Where do you add or change direct debit details?
Payments tab
What do you need to get from a customer to pass DPA?
- Account Number
- Full Name
- First line of address & post code
- Email address or Phone number
- What they have on supply with us
(Only need 3 points for DPA but those are the best options)
This is where you can find the customer's payment history
Payments Tab (or statements tab)
What should you never include in an email?
Jargon, personal details, banking details of a customer, secure company information
A customer calls in upset about a late payment fee and they want it waived, what is the correct process?
Firstly, check and make sure the customer was sent a statement (there is the very rare case where one won't go out), if the statement was sent to the customer the fee is valid and cannot be waived. If a customer still pushes you can check with a manager or senior advisor, however general rule of thumb is all late fees are valid and cannot be waived.
Where do you go to book an appointment for a SMART Meter?
Properties tab -> left hand side -> general booking
What do you do if someone calls in who is not listed on the account?
Ask to speak with the customer, take the customer through DPA, and ask the customer if it's okay to speak with the initial caller AND if the permission is being given for just this call or if they want to add them to the account for future calls.
This is where you can issue a credit to a customer
Payments Tab -> +Credit (after manager approval of course)
After you've finished typing your response, what button do you click on?
Send AND close! :)
Where can you see if a customer moved over to E.ON Next with a debit or a credit on their previous account?
Statements screen -> very bottom of the statements will show a balance transfer, debit or credit.
How can you send a text to a customer?
By clicking on the "Send SMS" button on the top of the account screen.
What is the correct format to put in for an email address if a customer does not have an email address?
blackhole+(account number)@eonnext-kraken.energy
This is where you can see when a user was removed from an account
Events Tab (meta data)
Why shouldn't you just hit "send" on an email instead of "send and close"?
It will keep the email open in the box and make it appear as not worked; hitting save and close removes the email from the team pot and allows the customer to reply to you directly.
How can a customer pay their bill at the post office?
By taking their statement in to the post office and having the post office scan the barcode on their statement.
If a customer has been billed to estimates for 4 months and is unhappy about this how can you fix it?
Take an up to date meter reading, and re-bill readings to the accurate reading. Kraken will automatically calculate the correct amount - do NOT quarantine the estimated readings
Locate the emergency call out article in Kraken Wiki, ask the listed questions, and call ECO for an emergency call out.