📣 Training Alert – Let’s Power Up Those Retention Calls! ⚡

Hey Team! 👋

To keep delivering top-tier service and boost your call quality, here are two quick but crucial reminders to keep in mind during the retention process:

📧 Verify the Customer's Email\

Before wrapping up the call, take a moment to confirm the customer’s email address. It helps us keep records accurate, follow up when needed, and show attention to detail. Bonus points for saying it with a smile in your voice! 😊

🛡️ Ask About Government AssistanceDon’t forget to ask if the customer is receiving any form of government assistance.

Let’s keep the energy high and the service sharp! You’ve got the tools, the knowledge, and the talent to make each call count. 🙌

Let me know if you want a version formatted for display boards, team chats, or a printed quick-tip card!

Tracking Supplier Switches During Retention Calls

Team

As part of our ongoing efforts to improve customer retention insights, we’ve introduced a new process for tracking the names of suppliers that customers switch to.

✅ A tracker has been created and linked to the Hub for easy access.

Under quick links – Customer switch reasons (click to redirect)

📌 Please make it a standard part of your retention conversations to ask and record the name of the new supplier when a customer indicates they are switching.Capturing this information will help us better understand customer behavior and improve our competitive positioning.

If you have any questions or need help locating the tracker, please reach out to your supervisor.

Payment Arrangements Guide

Purpose: This document outlines the procedures and policies regarding payment arrangements. It provides guidelines on handling customer requests for payment extensions to ensure proper communication and documentation.

What is a Payment Arrangement?

A Payment Arrangement is an agreement between the Retail Energy Provider (REP) and the customer that allows the customer to settle outstanding bills after the due date.

·         Example Scenario:

·         Account: 105440

·         Bill Due Date: March 31, 2025

·         Final Payment Date: To avoid disconnection, the customer must pay by April 10, 2025, if unpaid.

Procedure for Handling Payment Arrangement Requests:

1. Assess Customer Eligibility:

·         Confirm if the customer has received a disconnection notice.

·         Verify the outstanding balance and the account status.

2. Standard Payment Arrangement Terms:

·         If the customer requests a payment arrangement after receiving a disconnection notice, extend the due date by five consecutive days (including weekends) without requiring supervisor approval or placing a switch hold.

·         If the customer requires an extension beyond five days, offer a Deferred Payment Plan instead.

3. Documentation Requirements:

·         Write a detailed note including:

·         Agreed payment amount

·         Date the payment will be made

·         STICKY the note in the account to ensure the transaction does not trigger disconnection for non-payment.

4. Communicating with the Customer:

·         Clearly explain the terms of the payment arrangement

·         Advise the customer that failure to make the agreed payment on time may result in service disconnection

·         If a Deferred Payment Plan is necessary, provide details on eligibility and terms.

Important Reminders:

·         Always confirm and document the arrangement before ending the call.

·         Ensure the STICKY note is visible to prevent system-automated disconnection.

·         If a customer requests multiple extensions, escalate to a supervisor for review.

This procedure ensures consistency in handling payment arrangements while maintaining compliance with company policies and customer service standards.