MYSTERY BREAKOUT

Effectively Managing Complaints

Mystery Breakout

Start

Intro

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?

Continue

Mission 1

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

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

Just apologise and carry on with the call

Explain the long wait

Completed

Mission 2

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Drag and discover

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

Book an emergency call out and raise a complaint

Confirm if the customer is on supply or off supply?

Advise customer to call back when off supply

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Mission 3

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

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

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

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

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

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

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

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

Apologise and offer a goodwill for the dissatisfcation

Raise a complaint.

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Mission 4

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

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

Debt and debt related - prepayment

Customer Service

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Mission 5

Continue

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

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

Nothing as this will be worked by someone else

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

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Mission 6

Mission 5

Mission 4

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

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

Nothing as the appointment has been booked in

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

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

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

Close the complaint

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?

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

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

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

Congratulations! You turned a customer complaint around!

Wrong answer!

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