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HARDSHIP & PAYMENT DIFFICULTIES, things customers may say(triggers),…
HARDSHIP & PAYMENT DIFFICULTIES
ASSESS THE PAYMENT DIFFICULTY
PAYMENT DIFFICULTY CHECKLIST
INFORM ABOUT POWERON
INFORM ABOUT CONCESSIONAND REBATES
OFFER PAYMENT PLAN :pencil2:
PAYMENT PROMISE :pencil2:
PAYMENT SCHEDULE :pencil2:
HARDSHIP
HARDSHIP CHECKLIST :pencil2:
OFFER POWER ON PROGRAM :pencil2:
POWER ON POLICY :pencil2:
REVERSE ANY LATE PAYMENT FEES
ASSESS CAPACITY TO PAY
SET UP NEW PAYMENT PLAN
OFFER A PAYMENT PLAN OR CENTREPAY
FINANCIAL COUNSELLOR :pencil2:
CHECK FOR CONCESSION
NO INTEREST LOAN SCHEME :pencil2:
PRODUCT CHANGE (DAILY SAVER CHOICE)
ENERGY EFFICIENCY
CUSTOMER ACCEPTS TO GO ON POWER ON PROGRAM :pencil2:
FOLLOW POWER ON PROCESS :pencil2:
no need to flag account (PSR)
CONVERSATIONS WITH CUSTOMERS :pencil2:
things customers may say(triggers)
just got my rego...I'm a bit short this pay
christmas was crazy...I have over spent again
all my bills came at the same time
I have lost my job
my partner left me with all the bills and I have no income
household illness
family violence
reduced income
i thought i had paid my bills but i just found my bill in my email
things we can say to the customer