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WHAT WE LEARNT TODAY (19.11) - Coggle Diagram
WHAT WE LEARNT TODAY
(19.11)
Complaints
Sales Complaints
different channel - different process
we have to listen to the whole sale!
over pushy sales = COMPENSATE
We want to try and avoid field and sales channel Ombudsman complaints
Going to Ombudsman (Schlichtungsstelle)n £400-500 regardless of fault
8 week letter = haven't reached a resolution in 8 week (56 days!7
deadlock letter = letter sent when neither party can reach a decision
any expression of dissatisfaction!
I AM ANGRY
bullet points
sarcasm
Octopus Energy
Social justice
Climate change!
lots of parties!
15 migrations in 4 years: acquisitions/solr/white labels
Which? is the Stiftung Warentest
Offices in London, Warwick, Brighton and Leicester
customers are the heart of everything we do!
Trust Pilot reviews are important
Industry
Tease and Squeeze= catchy offer to get you on board, then you'll forget to switch, you're rolled onto a MORE expensive tariff!
price cap- limit on the amount you can charge on a STANDARD VARIABLE TARIFF
Fixed tariff (unit rate and unit standing charge)
Most supplies will charge an exit fees, if you leave this early (12 months)
Variable= prices fluctuate based on energy market prices. No exit fees.
Culture
under promise OVER deliver!
red line
Digital: reply within a couple of hours, pick up Phone : no customer should wait more than 5 mins
proactive customer service
check account events!
grandma test!
has the customer contacted us before?