Change of Supply
Name 5 of the 9 of the parties involved within a change of supply
Old supplier, Us, DC, MAM, MOP, ECOES/XOserve, CSS, Kraken, REL
What is an AMR meter?
A meter that uses mobile signal to send readings to us. They are kind of like smart but they can only send us information and we cannot send any info back
Can we bill SME customers in the statements tab?
No, only the "invoices" tab
Why do we raise complaints?
To make the business aware of current problems
What is the resolving checklist?
The customer knows you opened a complaint
All actions agreed have been completed
You’ve said sorry and shown empathy
Offered a fair resolution
You’ve provided a summary
The customer has agreed to close the complaint as they’re happy & satisfied
What are the key differences between a fast customer and a future customer
Fast: Switches within 14 days Direct debit taken as close to the SSD
Future: Switching after 14 days upto 45 days and Direct debit taken on the SSD
How does a Smart Meter work?
The WAN (Wider area network) connects to the HAN (Home area network)
What's the difference between a credit note and a credit balance
A credit note is used to cancel off a charge that has already been issued to the customer
A credit balance is a credit that the customer has accumulated on to their account through over payments, over billing, Returned charges, and Re-billing
When would you backdate a complaint?
If the customer has previously complained about this issue, but the complaint was not recorded initially.
What is best practice for if the customer is not happy with your original resolution?
Ask what they want as a resolution?
Think of alternative solutions
Ask for advice from colleagues. Side escalate
If we can do what the customer asks and it is the right thing to do, go ahead and resolve it!
Can a business customer "cool off" before they come on supply with us?
No. SME customers enter into a legally binding contract that they can't leave once the process has started
Name 5 of the Electric MTD's
Serial number, Credit/prepayment, owner of the meter, effective from date, meter location, SSC, TPR
Explain CCL (Bonus points if you can name the de minimis levels for gas AND electric)
For any business customer who exceeds the de minimis level for gas and electric
Electric 33 kWh per day
Gas 145 kWh per day
What are the steps to effective complaint management
Saying that you are sorry, taking ownership, creating a plan of action and asking the customer what they are looking for as a resolution.
Why is it so important that we resolve our complaints effectively when the customer is in debt?
The debt journey is paused when a complaint is raised, meaning the customer will not be receiving the support and payment plans designed within the debt journey. If we pause this journey, we’re essentially pulling that customer away from that specified support which comes from our affordability and vulnerability specialists.
What can go wrong in the COS journey, 100 point bonus if you can provide the reasons why!
Rejection and Objection
Rejection: Incorrect details on sign up, Switch already in progress, information is incorrect on databases
Objection:
Customer has debt with old supplier
Customer has exit fees with old supplier and is switching before renewal
Customer has moved into property without telling old supplier who they are, so old supplier is objecting because they want to know who the customer is before they switch away.
How does a Multi MPAN meter set up work
One of the MPANS will be for generic usage, like normal homes, the second MPAN will be for a big appliance, like a swimming pool, underfloor heating ect
Why do the dates on invoices need to be correct?
To ensure there are no gaps for astronomers when it comes to their taxes and the make sure we have a clear idea of if billing is correct on an account
How do you take ownership of a complaint, and what might that sound like?
Build trust, Provide reassurance, be in control.
“I’m really sorry to hear that this has happened. I’m taking care of this from now on, we’ll find a way to fix it”
What can we do to prevent the customer falling into no contact - name all four.
Always get contact details: Get an up to date phone number & email address always!
Understand what days & times are best to contact the customer
Agree a contact and stick to it
Send an email nudge: “Hey Jane, just letting you know I’ll be calling today at 4pm as agreed last week. Would you be able to get a meter reading ready for the call?”
Talk me through the three different processes for a COS reading
Reading provided - DC happy - DC validates - DC sends to us and old supplier
Reading provided - DC not happy - DC cant validate - DC sends us and the old supplier and estimate
No reading provided - DC cannot validate - DC send us and the old supplier an estimate
Provide me with the full process on how to update an electric MTD if it is incorrect
1. get a photo of the meter and the tag details.
2. Head to the wiki and look up " electric MTD's"
3. Pass to IFA to get the account updated
4. set a reminder on the account to update the customer
When are the CCL amounts due to change next?
1st April 2024
Why is it so important to leave clear notes on the account? Bonus 100 points if you can remember the text expander!
To ensure if a colleague picks up the complaint, OFGEM review the complaint as part of an audit, the customer requests information on the complaint everyone has a full understanding of what you have done on the account, it also helps you manage the complaint more effectively.
Text Expander: "note.update"
Greg raised a complaint with us, on the first contact we got everything we needed, you did promise Greg a follow up call for today, the account isn't fully fixed just yet, but you want to update the customer. You try and call Greg but he does not answer, do we put the customer in the no contact process?
NO! We dont need anything from the customer, it is best practice in these situation to pop over an email where you can to keep the customer updated if you cannot get hold of them.
We only put the customer in the no contact process if we need something from them to resolve the complaint