Retention Tool for CONED Billing Issue

Effective Immediately:

We have implemented a new retention tool to address customer concerns related to the CONED billing issue. Please follow the steps below when handling cancellation calls due to this issue:

1. Initial Offer:

• Offer a 10% Discount: If a customer calls in to cancel due to the CONED billing issue, you can offer a 10% discount on their bill to retain their business.

1. Escalation:

• Potential for a 15% Discount: If the customer is unsatisfied with the 10% discount and continues to push back, escalate the issue by contacting HD (Help Desk).

• Manager Approval: With the manager's approval, you can offer an additional discount, bringing the total discount to 15%.

Key Points to Remember:

• Always aim to resolve the issue at the 10% discount level.

• Ensure you have the manager’s approval before offering the 15% discount.

• Document all interactions and resolutions thoroughly in the customer’s account notes.

Suggested Scripting For NetExtender Issue ( Orion Not Working )

Agent: Good [morning/afternoon]; thank you for calling [Company Name]. My name is [Your Name]. How can I assist you today?

Customer: [Responds]

Acknowledgment and Apology:

Agent: I understand, and I apologize for the inconvenience. Due to a technical issue, our application to access customer accounts is currently unavailable.

Reassurance:

Agent: I want to assure you that our dedicated IT team is working to resolve this issue. We will contact you once the application is back online to address your concerns.

Customer: [Responds]

Additional Assistance:

Agent: Thank you for your understanding and patience. Is there anything else I can assist you with in the meantime?

Customer: [Responds]

Closing:

Agent: Thank you for calling [Company Name]. Have a great day!

Steps to Handle Power Outage Reports

By following these steps, you can efficiently assist customers reporting power outages, ensuring they receive accurate and timely information.

1. Review the Customer Account

When a customer calls to report a power outage:

• Carefully review the customer’s account.

• Check the transactions to ensure there are no disconnection orders.

2. Determine the Nature of the Outage

• If there is no record of a disconnection order, it is likely that the customer is experiencing a power outage.

3. Verify the Outage

• Verify if the customer is affected by an outage by entering their address into the appropriate utility’s outage center:

• CenterPoint Energy - Outage Center

• Website: CenterPoint Energy - Outage Center (gisoutagetracker.azurewebsites.net)

• Oncor – Oncor – Outage Map

• Report Power Outages 24/7: Oncor at 888-313-4747

• Website: Oncor – Outage Map

• AEP Texas – Outage Status

• Website: Check Outage Status (aeptexas.com)

• Report Power Outages 24/7: AEP North at 866-233-8508

• TNMP - TNMP Stormcente

• Report Power Outages 24/7: Texas New Mexico Power at 888-866-7456

• Website: TNMP Stormcenter
  

4. Provide the Customer with Reporting Information

• If the outage is verified:

o    Provide the customer with the relevant utility's contact information to report the outage if they haven’t already done so.

Following these steps ensures customers receive accurate assistance and timely information about their power outages.