MYSTERY BREAKOUT

Mystery Breakout

Effectively Managing Complaints

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A customer has called in and states their meter is blank, They have had to wait over an hour to get through and she is afraid she will go off supply as she has young children in the property?

Mission 1

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Just apologise and carry on with the call

Explain the long wait

Apologise, Raise and resolve the complaint and advise feedback will be passed on be passed on, and ask further questions for reason of call

A customer has called in and they are unhappy with the wait...What do we do?

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Mission 2

Drag and discover

Advise customer to call back when off supply

Confirm if the customer is on supply or off supply?

The customer states their meter is blank...What do we do?

Book an emergency call out and raise a complaint

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Mission 3

Ring k'ford and book an appointment in, then update the PSR

Check and update PSR, check for any meter faults

Advise nothing can be done, and call back when off supply

The customer is on supply and has young children in the property...

Apologise to the customer about the issues they are facing and advise to call back when off supply

Raise a complaint for the issues faced and call kford to book in a PP 2 SPAYG exchnage

Advise the customer we will have to book BAU appointment Through k'ford. Explain that they will charged for their usage.

There are no meter faults and PSR updated... what are the next steps?

Apologise and offer a goodwill for the dissatisfcation

Advise you will book them in for a manager callback, and they can discuss there.

Raise a complaint.

Now that the appoitnment has been booked in, we still need to acknowledge the customer's unhappiness... How do we do this?

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Mission 4

Logging the complaint what catergory would this be under ...

Debt and debt related - prepayment

Customer Service

Meter installation/exchange/meter not working - classic prepayment meter.

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Mission 5

Nothing as this will be worked by someone else

Provide cm with Out of hours number in case she needs it

Confirm the appointment with cm and arrange for an appropriate time to check in before appointment.

Now that we have logged the complaint, what are the next steps?

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Mission 4

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Mission 6

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Nothing as the appointment has been booked in

Call customer and advise the complaint will be closed on appointment.

Call the customer and confirm if everything is okay for the appointment to go ahead and if anything has changed.

The appointment is approaching in 2 days, what do we need to?

Send the customer an email confirming if everything has gone through fine.

Call the customer after the appointment time, confirm everything has gone through and discuss resolution

Now that the appointment date has been done, what do we do?

Close the complaint

Advise customer we will honor it and issue the card for the debt to be removed,

Seek advise from your TL about comp amount and explain we will not be able to remove debt.

As a resolution she has asked for her debt to be wiped due to the meter being blank as well as a goodwill gesture... what do we do?

Advise we cannot remove the debt and issue a refund of £30.00 as goodwill.

Congratulations! You turned a customer complaint around!

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