Across
- 1. What is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call?
- 5. What process explains how to assist customers by using the 3 components Charges/Price, Consumption, and Resolution?
- 7. For these accounts, a negative sign on the Account Balance means the customer has a debit balance. No negative sign means there is a credit balance.
- 11. Setting _________is a significant part of the customer service experience. In providing the correct information we build great rapports and afford customers the opportunity to make accurate, informed decisions.
- 13. A customer or ESID has been switched to a Retail Energy Provider (REP) without the customer’s authorization.
- 14. What assures the customer that we're attentive and all his/her concerns will be addressed accordingly?
- 15. We should use _______ when a customer explains their situation and they sound uncomfortable, they discuss reasons why they cannot pay, or they share personal information with you that they would not feel comfortable telling you if it was not relevant to the account?
- 16. A process by which an order is sent to a TDSP to stop electric service flow to the Service Address(es) / ESID(s) under a specific Contract Account, as a result of failure to pay.
Down
- 2. This mandatory action applies to all employees accessing an account to provide information, perform a transaction, and/or work a customer issue.
- 3. Invoice If the TDSP is unable to access a customer’s meter or unable to complete a customer’s meter reading on the meter reading route, the TDSP will send an __________read for the customer. This will result in the customer receiving what kind of invoice?
- 4. What provides a complete history of revenue transactions for each Contract Account?
- 6. Agents are required to handle every call in a what manner? There are NO exceptions!
- 7. What creates positive and constructive dialogue, rather than abrasive, hostile or confrontational. Using this tends to reduce conflict, improve communication, reduce defensiveness in others and helps portray the agent as credible and respectable
- 8. When processing this task for a customer, the Service Processing Fee should be waived under all conditions using IVR SYSTEM ERROR reason.
- 9. What is it called when the agent is expected to make every possible effort to assist the caller by demonstrating a willingness to help?
- 10. What must be obtained in order to provide information on a customer’s account?
- 12. Even if all the right things are being said, a poor _____ can result in poor customer service.