Home Moves
Properties
What is a quote made up of, name 4?
Monthly Cost
Annual Cost
Unit Rate
Standing Charge
What is the definition of an E.on complaint?
a complaint is an expression of dissatisfaction about our product, service, or process, usually requiring an action or resolution beyond a simple answer.
3 ways stop a debt process, name 2?
Complaints
Disputed Change of Supply Readings
Erroneous Transfer (Gain)
We have 2 types of credit outcomes, can you name both?
What is a Tariff?
A tariff is simply an agreement between us and the customer about how they'll pay for their energy.
We have 6 verbal ques which could spark a complaint, can you name 3?
Direct Complaint
Strong Negative Language
Expressions of Frustration or Disappointment
Blaming Language
Demands for Specific Action
References to Past Failures
How do we know if a customer has joined the debt journey?
A yellow banner will appear at the top of the account.
When referring to a "Credit Meter Move Out" we have 5 steps we need to follow, can you name THREE in any order?
Step One -
Checking the Account
Step Two -
Final Billing
Step Three -
Is the property rented or owned?
Step Four -
Retaining your customer
Step Five -
Taking payment
We have TWO types of tariffs, can you name both and what the difference is?
Standard Variable Tariff / Fixed Tariff
One goes up with the price cap and the other remains the same for the duration of the time fixed for.
Past, Present, Future
What is a "Property Admin" when relating to a move out?
Property Admin allows us to capture the landlord details for the property. Whenever we then do a home move the next account will always populate as the landlord rather than the Occupier.
Remain unbiased
Ask open questions
Don’t focus on 1 tariff
Make the customer aware of all their options
We have 6 ways we look at a complaint being managed, can you name 3?
Have we kept to our promises and callbacks?
Have we kept the customer informed?
Have we kept the complaint up to date with clear notes using the correct standard notes
Have we recorded a summary of actions required
Have we discussion a resolution with the customer?
6. Has payment been agreed for ongoing consumption, including any debt balance whilst the complaint is open?
12 months!
What 4 things do we need to tell the customer when relating to the Compliance During the Switching Process?
1. The dates they will come over to E.ON Next
2. Final statement with the other supplier
3. Payment methods
4. Consent to Supply
Compliance Checklist... Name all 7 ways we stay compliance when providing a quote?
Discounts and Reductions: (e.g., if they pay by Fixed Monthly Direct Debit).
Tariff Name and Length: (e.g., Fixed/SVT, when does it end).
Principle Terms: Key features, e.g., agreement to have a smart meter installed where eligible.
Annual Cost & Monthly Cost.
Price Per Unit & Standing Charge: Give the full value (e.g., 20.567p/kWh, not just 20p/kWh)
Exit Fees: Any applicable charges
Payment Method.
What do we need to remember to do if we cannot resolve in one interaction?
Set Clear Next Steps
Confirm Next Contact
Communicate Long Processes
What is the difference between a late payment fee and a debt collection fee?
Late payment fee is due to a payment not being made in the correct time and a debt fee is due to the debt being transfers to someone else's responsibility.