Notes

RETENTION // RENEWAL CALL FLOW

Step: Recognize Customer Loyalty.
* "Let the Customer know we value and appreciate how long they have been a customer with us."
* "Thank you for being a valued Customer with Ambit Energy for X amount of years."

Step: Check Past Due balance and attempt to collect.

Step 1: Open At a Glance and review Customer’s usage
* "Let me review your usage so that I can select the best plan for you."

Step 2: "Based on your usage, I recommend ..."


Step 3: Advise customer of "Plan Features & Benefits"... (explain HOW the plan fits)
* “Mr. Jones, I selected the <plan name> because your usage rarely exceeds 1000 kWhs. The <plan name> fits well with lower usage like yours because….”

Step 4: If applicable, “This plan is designed for customers with usage like yours.”

Texas Basic - Tiered
Texas Plus 12 - tiered
Texas Plus 24 - tiered
0-1350 kwh > 11.24c
1351-2000 kwh > 2.55c
above 2000kwh > 13.44c
average rate > 12.02c

"Advise customer each plans offers long term price protection."

If cx usage is 1800kwh
1350- 11.24c = $151.74
450- 2.55c = $11.475
Total = $163.215
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CANCEL ACCOUNT PROCEDURE/ Stop Service Call Flow

Step1: Provide Empathy - Show regret for losing the customer but don't overdo it
EG: "We're so sorry to hear that you're leaving us, but we understand & I'd be happy to help with your request"

Step 2: Ask the reason for Cancelation.
cancel to account as plan is high,



Step 3: Ask the customer the Move Out Date & their new Address. (MVO MUST be 2 days out)
*Add new address provided to mailing address in Blue Net & search Ercot to see if we service that area.

mvo - july 27th
Step 4: After checking the new address, if we service that area Offer a Transfer of Service (TOS)

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Once plan is selected, advise: "Mr. Customer, I’ve got a great plan here for you—it’s called [Plan Name]. This plan is one of our most popular, and it’s a great fit for your specific usage. It offers… [plan features and benefits]. I can get you signed up on this great rate today."
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REBUTTALS
* I'll think about it. - "Rates are subject to change at any moment & many factors are considered when we update our Rates offered (such as the time of the year, history of Market fluctuation, Premise/Meter Type, the length of the Product Plan chosen, & many other factors) but we also take into consideration what other competitors are offering when making changes to our Rates so we can keep our competitive edge & we wouldn't want you to miss out on this awesome rate today...."



"I understand why you may be hesitant to enrolling, however we do provide you with the best rates compared to what other providers offer...

"Acting now ensures you capture this value today & Rates are subject to change at any moment so I wouldn't want you to miss out on this amazing offer..."


* Going with someone else -

• "Most of these companies only provide you with a cheap rate when you're just signing up, after which the price will go skyrocket high.... "

36 months - 14c per kwh
• “Hmmm. I’ve never heard of them. They must be what is known as a Pop-Up provider. So many of these providers come and go. It’s hard to keep track of them!”

• "Since that provider only has __ stars, choosing them would be a gamble – like buying a product online with really low reviews. Think about it – if you’re shopping on Amazon, and you see a product rated __ stars, are you going to buy it?"

* PRICE/Rate -

• "We definitely understand pricing important to each & every cx so that's the reason we provide the most competitive rates along with benefits for our customers. Every penny counts & we value your loyalty, so we try to give best experience possible by providing our cx with benefits for most plans ..."

• "We do offer some of the most competitive rates ..."

• "Remember we offer Fixed rates - PRICE WONT CHANGE AS ITS LONG TERM & PRICE PROTECTED, locked into this rate. while most Competitors won't offer a fixed rate, meaning their price will change.

• "Would you close today if we offered you a month-to-month plan?"

• "No Contract. - Offer TLC (try it, like it, change it)"

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Before I complete your product change it will take effect 1-2 billing cycles with a rate of (13.49). Once I submit this request we will not be able to cancel this product change. Do you accept?
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If a customer asks to cancel, make every attempt to retain the customer based on the scenarios below:

Customer is moving to a new address and are changing service providers:
• Reinforce that we would like to keep the customer’s business.


• Ask the customer what enticed them to switch to the new provider. If it is plan related, ask if we can give them a new plan (potentially beat the competitor’s rate, find a plan that better fits their usage, etc). Refer to Change/Renew Plan.


• Explain to the customer that our insight into their usage allows us to better determine what kind of plan benefits them, how to meet their needs, etc.
• Ask probing questions like “how many kwh do you need to use to get that rate” to create Fear Uncertainty, Doubt (FUD) about the competitor offer.

Customer is moving in with friends or family:
• Ask if the customer if the person/people they are moving in with might be willing to switch to us. If they offer up any information about the electricity service at the new residence, find a plan and make an offer.

• If they aren’t sure or would need to talk to someone, offer to make a call back later if they need to discuss and can’t commit to the transfer on the current call.

Customer is moving out of state/country/service territory:
• If the customer is moving to a part of Texas we don’t service, a different state, or a different country, we will need to process the cancellation.

• Make sure to thank the customer for their business and ask that they consider us again if they move back to a location we service.

• If they are moving to a state serviced by Ambit, make sure to let them know that and that they should consider enrolling with us when they are able when they move to their new address in that state.



TRANSFER OF SERVICE AGREEMENT



For Expedited Move-In:

It takes approximately 24 hours (excluding the weekend and holidays) for service to start. We typically see Expedite Move-In orders completed within 2-4 hours, however we are unable to guarantee that specific time.



There will be a (insert standard or expedite) move-in fee determined by the TDU on your first bill at the new location.



Once we receive your final meter read for your previous location, a final invoice will be sent to your forwarding address. To avoid additional TDU charges, please make sure the technician has clear access to your meter. For a new meter or construction, a permit/inspection may be required. Fees may vary based on the time of day the connection is made, if your location is brand new or if additional work needs to be performed. If you decide to make a change to this date, you have until one business day before your scheduled date to make this request.