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Family number one (Existing Customer), 13, Induction Volume 2 …
Family number one
(Existing Customer)
Phone call for new connection for their new build
Comms Handling
Privacy/ confidentiality
ID process - resi
Partial V's Full
OTP
Metering
New Conns
As new build is not ready to move into yet, they also need to do a product switch on their rental property account
Product Switch
What is a product Switch
Offering the right plan
Plan options
Way's to change a plan
Product Switch Process
EIC
T&C Scipting
VIC ACT DIFF
Pricing ( LOOP NON COM)
Fundamentals of Pricing
GST
Factors
Price change events
VIC ACT DIFF
Tariffs
What is a tariff
General usage tariff
TOU
Stepped rate
Solar
Controlled loads
Types of solar FIT (PFIT vs Standard)
Gas Tariff
Demand Tariffs
How we determine what tariff customer is on
VIC ACT DIFF
Considerations
VIC and ACT
1 Month has passed
Customer has called as they received a bill for their rental property and realised their new plan was not put in place.
Complaints
What is a complaint?
How does a customer complain?
Financial Impacts to business
How do we identify a complaint?
How do we flag complaints?
Objection Handling
CDR complaints
Billing #1
Billing tools
Amending agreements
Reissuing bills
3 Months has passed
Customers new home has been built and is now ready to move into. They are also ready to close their account for their rental property.
Moves NSW
Move Out
Move In
Industry Partners
MSATS and MIRN
Timeframes
NMI Status Codes
Updating Billing Preferences
Billing #1
Final Bill for move out
Payments #1
Payment methods
Direct Debit EIC
Payment Schedules
VIC SA NT ACT WA Considerations
Add Value!!
Broadband
Broadband
Plans
How to process the sale
Add Value!!
My Account
My Account
What is My Account
How to set up
Features
Promoting
Benefits
Trouble Shooting
Masquerade
1 more item...
1 Year has passed
New Customer Connection
Elderly parent of main family
1 more item...
New Customer connection
Related to main family i.e. brother/ sister - Moving to QLD
1 more item...
13
Induction Volume 2
Additional 3 days training after being an Espec for 4 weeks.
Customer contacts Origin re High Bill enquiry. Customer is annoyed.
Billing
High Bill
Effective conversations / How to de escalate
High Bill Investigation / Problem solving
Estimated Reads
Kraken Tools
If on a Smart Meter, offer Monthly Billing
Not needing to offer meter investigation
Estimated Reads
Effective conversations handling
How to check the reason for estimation
If a Basic Meter, how to promote smart meter upgrade
Customer will mention in passing a life support Indicator. Third party i.e. child needs to use a pressure care air mattress which may have contributed to bill increasing.
Life Support
How to recognise indicators outside of normal LS questions
Examples of third party triggers such as (My mother lives with me and is on dialisys, I need heating and cooling to manage my arthritis, I am sick and use a ventilator, I have a child that uses a nebuliser)
How to respond empathetically
*
We also need to review the LS Skill Gap as Dee has left comments in there.
Customer mentions in passing that they have had to take a career break to care for their sick child. Looking forward to the break as work was stressful and now get to spend more time with my child.
Hardship
Indicators / triggers and how to recognise when less obvious
How to empathetically respond when recognised.
Hardship Program
What are the goals of the program? i.e. successfully managing their account and successfully coming off or completing the Hardship program.
Capacity to Pay convo's
Techniques of negotiation
Understanding Payment plan hierarchy
Payments
How to ask for payments
When to ask for payments
Payment Plan Maintenance
Missed Payments
Broken Plans
Removal from Hardship and re-entry rules
Consequences
Of not asking for payments (i.e. customer debt, Origin debt)
Of not providing the right support with Hardship (customer, Espec, Origin)
Of being ignorant with indicators and triggers (customer, Espec and Origin)
Time has passed tbc
Best Endeavours commences as LS paperwork not yet returned.
During BE convo, ammended bill comes into convo as replacement received and cust confused how to read it.
Life Support
Best Endeavours, what are they?
How to handle effectively
Billing
Amended Bill
Investigation techniques
Effective conversations
Time has passed tbc
LS Paperwork has been received.
Life Support
Returned Paperwork
How to handle
Credit Induction : Extension Storyline
Victorian Customer on an underday (practical assistance) receives FICO calls and reminders due to missed instalments
Customer answers FICO wanting to set up another underpay plan
Collections
How to handle collections
Handling DCA accounts
Payment solutions
Negotiation Techniques
Payment Plan Maintenance
Troubleshooting in Kraken
Objection Handling
How to handle underpay plan (relate to debate book)
Tone of Voice
Calls and Inks
PD/Hardship enquiries in Ink
We've identified customer will benefit from tariff change.
VIC PDF Tariff
How to handle conversations
Tariff options and advice
How to raise/process
1 year passed
Customer never paid/engaged, and is being disconnected. Customer called in and agreed to pay 50% of the balance.
DNP
Overview of DNP
Identifying DNP paths in Kraken
Reconnections
Guidelines for Re-en service orders
When & How to raise reconnections in Kraken and MSATS
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