After CONED's recent changes in account numbers, we have identified customers who did not receive meter readings between January and March 2024. Subsequently, these customers have not been billed for supply charges during this period.
Our transactions and billing team is working with CONED to resolve this matter. Once we receive the reads an invoice will be generated.
Suggested Scripting
[Opening]
Agent: Good [morning/afternoon], thank you for calling [Company Name]. My name is [Agent's Name]. How can I assist you today?
[Customer Inquiry]
Customer: Hi, I recently noticed that I haven't received any bills for my electricity usage for the past few months.
[Response]
Agent: I apologize for the inconvenience, there has been a recent change in account number details for CONED customers, and as a result, some customers have not received meter reads between January and March 2024. This has caused delays in billing for supply charges during that period.
[Reassurance]
Agent: Rest assured, our transactions and billing team is actively contacting CONED to resolve this issue promptly. Once we have more information, we will ensure you receive your bill accurately and on time.
[Retention] Only if customers want to cancel or the call is leading towards a possible cancellation.
Agent: I understand the frustration this may cause. To assist you further as your supplier, I would like to offer you a (Ret. Offer) while we work to resolve this matter.
Ret Steps: (Applicable ONLY if the customers are still in a variable rate).
2 Months Loyalty rate
4 Months Manager rate (approval from HD)
[Offering Assistance]
Agent: In the meantime, is there anything else I can assist you with today? Perhaps updating your contact information to ensure you receive any updates regarding your account?
[Closing]
Agent: Thank you for bringing this to our attention, [Customer's Name]. We appreciate your patience as we work to resolve this matter. If you have any further questions or concerns, please don't hesitate to reach out to us.
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