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What have we learnt - Coggle Diagram
What have we learnt
Billing
ROB
coming soon: over phone/website
BACS
Cheque
Quarterly fixed DD
Variable DD - monthly
Paypoint/payzone/postoffice
One off payment
Amending DD
Back billing
Customer has been billed wrong (more than 12 month)
Wipe charges
Kraken
Agreements
E.on Next has 4 tariffs
Npower tariffs are coming across with customers
No exit fees
Fixed/SVT
12-24 months for fixed
SVT - Variable prices
Smart meter is king
Kraken sometimes breaks
Generally very good
Discounts
PSR
Extra support - 3rd party
17 days to switch
Words I've learnt
MPAN - is king
DC - data collector
DDI - direct debit instriction
EAC/AQ - Estimate annual
MOP/MAM/MAP
SSD - Supply start date
GSP
Processes
ETs
Erroneous transfer
ET gain/ET loss
Switches without consent
How to fix it - D301
RET - Gas
Disputes
OMR wrong
Gas - SAR
Elec - D300
GDPR
Confirmation of details
3 pieces of info
Fined if we dont
Flows
Happy flow process
Objection/Rejection
D55 starts us off
House moves
Who is liable
Final meter read/open
occupier account
EON Next
Trust pilot -reviews
Moss on the walls
Games tables
YOU BE YOU
Tone of voice
Mirror our customers
Professions/playful
Your own personality
Personality types
ENFJ
ESFJ
ESTP
Introvert/ extrovert
Bigger picture/detail
Feeling/logical based decisions
Customers
everyone is different
helps us mirror
Equiptment
Meters
Smart
IHD
Digital
Dial
PAYG
Prepayment
Card/key
2 rate
3 Phase
Mechanical
JOBS
New connections
2 days
Free/chargable
Jobs around the meter
Meter exchanges
Removal/install