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ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATION ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATION Page 1 of 33

ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATIONS

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Page 1: ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATIONS

ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATION

ENERGY SERVICES

ENHANCED CUSTOMER COMMUNICATION

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ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATION

TABLE OF CONTENTS

PARAGRAPH SUBJECT PAGE

1.0 PURPOSE 3

2.0 EXPECTATIONS 3-5

3.0 COMMUNICATION SKILLS 5-8

4.0 FIRST CALL RESOLUTION 8-9

5.0 RELEVANT PROCEDURES 9-12

6.0 AUTOMATIC FAILURE 12-13

7.0 COMMENTS 13

8.0 EXHIBIT 14-15

9.0 OBSERVATION SCORES 16

1.

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1.0 Purpose:To describe the standards of professional phone etiquette and behaviors for Energy Services Representatives (ESR) and to ensure a high level of customer satisfaction to our callers.

2.0 Expectations:All ESR’s interactions with customers and contractors are to be professional. ESRs are required to represent the company well, with an emphasis on communication and technical skills. ESRs are expected to be courteous, valuable to the caller, give clear & concise information, progress work and document their interaction.

3.0 Communication:Enhanced Customer Communication is the ability to communicate professionally and effectively to ensure action, on behalf of the caller and to properly document who, what where when & why for the benefit of the caller, the company and your teammates.

3.1 Structured communication process Greet the caller Introduction (Company & name) Listening to the caller Empathize (if required) Apologize (if needed) Paraphrase to reinforce understanding Probe – Ask questions & clarify Resolve & take action

Review – Review the case Inform – the caller of all requirements & expectations Summerize Commit – Tell them what you are going to do and do it

Placing clear notes 1st call Resolution – Minimizing additional calls Close – Thank the caller for calling

3.2 Greeting and Introduction: You should begin with a friendly, professional greeting including the company, department, your name and end with a helpful statement that assures the caller that you are prepared to assist. Good Morning, Con Edison Energy Services, this is (your name), how may I assist you?Thank you for calling Con Edison Energy Services, this is (your name), how may I help you?

3.3 Active ListeningOne of the most important techniques in telephone etiquette is to actively listen to the caller. Listen for both the content as well as the intent, usually the customer tells you both in their opening statement. By listening actively to the customer’s opening comments, you can then respond with a statement that assures the customer you heard. Be patient. Listen for their name, company, situation or request.

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Caller: My name is Mr. Smith and need my meters installed. I have no lights and have been waiting for weeks and no one has arrived.

3.2 Empathize & Apologize (if needed)Try to understand your caller’s situation. You may be the only person that can resolve their problem. Be polite and sincere and when you apologize. Remember, being empathetic is not an admission to guilt but a gesture of kindness.

ESR: Mr. Smith, I apologize for the inconvenience; let me see if I can help you.

3.2 Paraphrasing Paraphrasing is the act of using your own words to describe something you've heard; To summarize in your own words and reinforce your callers confidence, acknowledging the message was received and understood.

ESR: Mr. Smith, you said you have no meters and like to know the status of your service.

3.2 ProbeThis is your opportunity to ask questions, understand the scope of work and current status of the job. It is very important to ask questions & clarify. Remember to (paraphrase) repeat it back to your caller to ensure that you understand what the caller has said. It also makes the caller feel more confident that you can assist him.

Mr. Smith, are you the Customer or the Contractor? May I have the master case number or may the address? Can I verify your Email Address and Telephone number?Is all your work complete and ready for an inspection?

3.2 Resolve & Take actionAfter understanding your caller’s request, then you can review the case, give a status, and then begin to resolve his inquiry. Is there anything outstanding or required that will prevent the job from progressing? Explain what’s next; tell them who is coming, for what and when? Offer options, progress the job and update the CPMS notes.

Review the case Give a status of the case include service date Tell them what is required by the contractor to progress the case What you will do to progress the case (establish acct, release to Engineering or

construction) What will be done by the company Who will do the work When is will be done (time frames, ETA & ETC)

3.2 Placing clear notes

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Clear and concise notes are vital. Your notes should summarize the conversation and detail the following

Who called & why? What is the current status of the project? Who is pending what? Service date… on target? No? Why not? What Action did you take?

Example #1Mr. Jones from Acme Construction called in ref to service. I informed him we are pending Application and deposit for $500 (3 meters), and a checklist before we can schedule a final inspection. He said he will send it out by Friday. I sent an Email to contractor & CC owner to recap with pending requirements & expectations. Service date still 6/1/16.

Example #2Mr. Jones from Acme Construction called to verify receipt of Application and deposit for $500 (3 meters), and a checklist. Application & Deposit was processed and ASET completed. I scheduled a Final Inspection for 4/15 @ 2pm. I sent an Email to contractor & CC owner to recap with pending requirements & expectations.

3.2 First call ResolutionFirst Call Resolution is the act of addressing all customer concerns during the initial call, eliminating or minimizing the need for the customer to follow up with a second call (additional questions).

Is there anything else I can help you with, Mr. Jones?

3.2 Close – Thank the caller for calling

3.2 On HoldAlways ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

3.2 Transferring

3.2 Roped in/hooked

3.2 Irate Caller

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Avoiding common mistakesYour ToneBe sensitive to the tone of your voice. Do not sound overly anxious, aggressive or pushy. It is important your tone conveys authority and confidence. Do not lean back in your chair when speaking on the telephone.

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4.0 Monitoring ESR Calls

a. Monitoring ESR calls. Call monitoring: The monitored calls will be evaluated using the Agent Observation Form (refer to Exhibit A). The Agent Observation Form is divided into three main categories: Communication Skills, First

2. Call Resolution and Followed Relevant Procedures. Each of the three main categories has subsections in which a rating of “Yes,” “No,” or “N/A” may be assigned. Paragraphs 3.0 to 6.0 of this policy provide examples of the required behaviors necessary to obtain a satisfactory or higher call rating.

3. The following are definitions of various Call Center work modes along with examples of some undesired behaviors and the consequences associated with each infraction.

4. Availability: Availability is defined as time spent speaking with a customer or waiting for a call. CSRs are instructed on the importance of being available and the types of behaviors that influence availability. Failure to be available has a negative impact on the quality of service we provide to our customers and impacts our ability to meet the PSC and internal call answering goals. Unavailable time above a minimum acceptable standard is considered poor work performance and will not be tolerated.

5. Monitoring of Availability Standards: CSR performance is measured by using Enterprise, Ultra, Rockwell and other performance related reports.

6. Rockwell Modes – CSRs receive inbound customer calls and make outbound calls using the Rockwell phone. CSRs use the Rockwell phones to sign in at the beginning of their shift and sign out at the end of their shift. CSRs use the Rockwell phone to indicate their work status by selecting one of eight work “modes.” The Rockwell modes are Break, Lunch, Supervisor Approved, Call Work, Hold, Unavailable, Available or, if assigned to the Correspondence group, the Fax mode.

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7. Call Work Mode – The Rockwell phone system is designed so that CSRs automatically receive incoming calls upon completion of a prior call. When needed, CSRs may select the Call Work mode to perform account transactions that they are unable to complete while on the call with the customer. The Call Work mode allots 60 seconds to complete account transactions. CSRs that need additional time to complete account transactions are required to request additional time from their Supervisor. If approved by a Supervisor, the Rockwell mode should be changed to Supervisor Approved. Inappropriate use of the Call Work mode (i.e., reading and sending personal emails, reading and sending personal instant messages using CSS Messenger, using cell phones and other personal electronic devices to avoid being available to answer customer calls) is considered falsification of records and violates the Standards of Business Conduct.

8. Toggling Between Modes – Toggling between modes is defined as inappropriately changing Rockwell phone modes (i.e., Available to Unavailable to Call Work to Available, etc.) in quick succession to limit the number of calls received. This is considered poor work performance, falsification of records and violates the Standards of Business Conduct.

9. Unplugging the Rockwell Phone – The Rockwell phone is unplugged when the headset modular plug is removed from the amplifier. Unplugging the headset while signed in is inappropriate. CSRs that unplug their headsets are not available to take customer calls. This is considered falsification of records and violates the Standards of Business Conduct.

10. Locking in Call Work Mode – The Call Work mode is “locked” when simultaneously depressing the Messages and Call Work buttons on the Rockwell phone. CSRs who take this action are intentionally falsifying records and avoiding customer calls. This violates the Standards of Business conduct.

11. Agent Release – Calls may conclude with either the customer or CSR releasing the call. The Agent Release report is produced to identify

12. calls released by CSRs. The CSR released calls, identified by the13. Agent Release report, must be reviewed to determine if the CSR14. inappropriately released the call. Inappropriately releasing a call is unacceptable work

performance. The Company seeks to provide15. immediate and quality customer service which makes this type of behavior particularly

intolerable. In addition, actions of this type result in repeated falsification of the productivity statistics by inflating the

16. number of calls handled each day.

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17. Agent Activity – The Agent Activity report documents the various activities of the CSR throughout the day. It can assist a supervisor with determining the time periods when a CSR is in specific Rockwell modes, such as call work, unavailable, available, break, lunch and unplugged.

18. Log Files – A Logfile is a report showing all individuals that accessed an account and all transactions that occurred on the account. Supervisors may use Logfile to show detailed account activities performed by a CSR.

19. Performance deficiencies – CSRs will receive individualized training for performance deficiencies found during call monitoring. Discourteous,

20. unprofessional behavior towards customers is not tolerated and will be21. addressed using other appropriate methods.

22. Escalation of problems found while monitoring calls – Employees responsible for monitoring calls will forward process problems identified during call monitoring to the Call Center Quality Assurance staff (“QA”).

23. *Paragraphs 3.0 to 6.0 of this policy discuss the Agent Observation Form categories and provide examples of the required behaviors necessary to obtain a satisfactory or higher call rating.

24. 3.1 Communication Skills: Effective Communication skills are required of all CSRs. Our CSRs are expected to converse with our customers in a professional and courteous manner.

It is important that CSRs listen, paraphrase, empathize, and project an upbeat tone when responding to customer requests. CSRs must avoid distractions. Distractions such as text messaging, engaging in personal conversations and reading magazines are examples of distractions that are not permitted when CSRs are assisting callers. Customers must be provided with the undivided attention of our CSRs.

25. Was the CSR ready to assist the customer?

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26. As a call comes in, CSRs should be ready to give the customer immediate and undivided attention. Customers should be allowed to state the purpose of their call without interruption. The customer should be allowed to speak, CSRs should not immediately ask the customer to “hold.” CSRs should listen to the customer’s request and respond accordingly.

27. “Thank you for giving me your account number, Ms. Waldman.28. How may I help you?”

29. “I’m sorry, Mr. Lopez, I’m having trouble locating your account.30. Would you mind repeating your account number?”

31. Certainly, Ms. Jones, I can close your account. May I please have your account number?

32. Did the CSR p arap h ras e th e cu stom e r’ s r eq u est?

33. CSRs should confirm the purpose of the customer’s call by paraphrasing or asking pertinent questions to ensure that she/he is addressing the customer’s inquiry

34. Ms. Jones, just to verify, you are calling today to change the date of your pay-by-phone check from October 28 to October 30?

35. Did the CSR avoid interrupting the customer throughout the call?

36. CSRs should remain courteous throughout the call. They should listen and respond to information offered by the customer. Please and thank you should follow requests for information from the customer.

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37. “We didn’t receive the $80 payment in time to reinstate the agreement, Mr. Smith. Let me see what I can do to help you now.”

38. Thank you for letting us know about your concern Mr. Jones. I am sure that I can solve the issue for you. May I please place you on hold while I review your account?

39. Did the CSR display empathy and/or express concern and understanding?

40. CSRs should express concern or understanding by letting customers know that their feelings and opinions are understood.

41. “Don’t worry. I’m noting your account that you will be paying the bill on the 10th. Thanks for calling to let us know.”

42. “Mr. Smith, I am so sorry for your loss. Let me see how I can help you today.”

43. “I understand how you feel. I would be upset about that too.”

44. Did the CSR ask the customer to identify him/herself and address the customer by name throughout the call?

45. CSRs should ask callers to identify themselves by asking “To Whom am I speaking?” CSRs should then proceed to use the customer’s name throughout the call. CSRs should avoid addressing the customer as “Sir” or “Ma’am.” If the customer’s name is difficult to pronounce, the CSR should ask the customer for the correct pronunciation.

46. May I please have your name?

47. “Am I pronouncing your name correctly, Mr. Robespierre?” “Thank you for your meter reading, Ms. Wilson.”

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48. Did the CSR’s tone remain enthusiastic, professional and pleasant throughout the call?

49. CSRs’ voice tones should project interest and sincerity.

50. “God luck with your new job, Ms. Valle. It was a pleasure serving you.”

51. “Ms. Jones, thank you for calling us to alert us that you have moved. Good luck in your new home. Thank you for being a great customer.”

52. Did the CSR avoid getting hooked by the customer?

53. CSRs must avoid passing judgment or arguing with customers. Customers may be upset because of a perceived wrong. CSRs should allow customers to vent their frustrations and, as much as possible, assist them in resolving their concerns

54. CSRs must maintain a professional attitude when handling all customers. They must display patience and understanding. The customer’s anger is usually directed at a perceived wrong and not at the individual CSR.

55. “I can see why this is causing you concern Mr. Wilson. It wasn’t our intention to upset you. Let me see what I can do to resolve this.”

56. Did the CSR use appropriate language and grammar?

57. CSRs must use professional language and grammar. CSRs

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58. should avoid slang and Company jargon and speak in full sentences.

59. “May I have your social security number please? “The next meter reading date is January 3.”

60. Did the CSR say “please” and “thank you” when requesting/receiving information from the customer – whichever was applicable?

61. “Ms. Jones, thank you for calling today. It was a pleasure speaking with you. Is there anything else that I can help you with?”

62. “May I have your account number please?”

63. Did the CSR apologize for any Company error or inconvenience whether it was the Company’s fault or not?

64. When addressing customer concerns, CSRs should recognize and respond to the customer’s human needs.

65. “I apologize that we missed that appointment Ms. Jones. Let’s see how we can resolve this.”

66. “I am sorry that you lost your service today. Let me see what I can do to have your service restored.”

67. 4.1 First Call Resolution: CSRs should convey ownership and provide one stop service by offering options and solutions to avoid future callbacks. CSRs should involve the customer in the resolution and avoid ultimatums such as “You must…” or “You have to…” and instead use phrases such as “Are you willing…” and “Here are some options…”

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68. Did the CSR correctly analyze the account to address the customer’s concern(s)?

69. CSRs should thoroughly analyze accounts to address the customer’s immediate concern(s).

70. “You received another bill this month because there was an adjustment made to your account. The new bill reflects your new balance.”

71. “Mr. Jones, I am in agreement with you that your bill is incorrect. You will receive a corrected bill shortly. Please contact me if you have any other questions.”

72. Did the CSR convey ownership and authority for the call?

73. CSRs should address the concerns of customers in a timely fashion. They should demonstrate a vested interest in resolving the inquiries of all customers.

74. “Mr. Smith, I can fix this for you. Please give me a moment while I adjust your account. Would you mind holding.”

75. Did the CSR represent the Company in a courteous and positive manner?

76. CSRs should remain pleasant and courteous, provide accurate and timely information and refer to the Company as “we” and “us,” instead of “them” or “they.”

77. “We will be out today to restore your services. Will you be able to provide us with access?

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78. Was the CSR proactive by offering options and solutions to the Customer to prevent future callbacks?

79. CSRs should use the opportunity to own the call and prevent a repeat or follow-up call. CSRs should educate our customers on various ways of conducting business with us. They should review accounts thoroughly and offer the customer assistance by trying to partner with the customer toward a resolution.

80. “Are you aware that you can input your meter readings online via our website Coned.com or through our Voice Response Unit?”

81. “Ms. Smith, would you like to enroll in our Direct Payment Plan?”

82. “I see that you are interested in energy conservation. Would you be interested in receiving your bills electronically, through our E*Bill program?”

83. “Since you have made a partial payment today, Ms. Williams, I can offer you an extension. Would you like to postdate your next payment?”

84. “If you are going to pay cash, it is important that you pay at an authorized location.”

85. 5.1 Followed Relevant Procedures: Customer Operations procedures must always be followed. The Desktop applications should be used, all scripts provided via the Desktop must be followed and when responding to customer requests for letters, statements, etc. CSRs must always offer to e-mail the documents.

86. Appropriate Use of Hold: CSRs should avoid putting customers on hold unless absolutely necessary. CSRs are prohibited from using the mute button. When placing a customer on hold, CSRs should request permission from the customer and offer an explanation for the hold. After placing the customer on hold an interim should be given every 60 seconds. If a customer is placed

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on hold and the call becomes disconnected, an attempt must be made by the CSR to contact the customer and the account should be noted appropriately. In cases where the inquiry may require extensive research, ask the customer if you could contact them at a later time. If agreed to, request that the customer provide preferred contact information and follow through to ensure that contact is made at the time provided.

a. Did the CSR request the customer’s permission before placing the customer on hold as well as provide a reason for the hold?

87. “Mr. Walker would you mind holding while I review your account?”

88. “May I ask you to hold for a moment, Mr. Jones, while I review your account with my supervisor?”

a. Were interims given to the customer throughout the hold period?

89. “Mr. Walker, I apologize for the hold, I’m still looking into your inquiry.”

90. Desktop utilization: CSRs are required to use the appropriate Applications and Utilities on Desktop. CSRs are required to comply with Company procedure by following all scripts posed by the Desktop. For example, there are various scripts posed by the Desktop which, in the interest of safety, the CSR must relay correctly to the customer. Examples of such scripts, include the gas and electric emergency scripts, LSE and BOPA scripts

a. Did the CSR utilize the Desktop?

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91. The “Find Account” application should be used on every call.

92. CSRs should run a “Credit” analysis on Desktop before discussing credit related calls.

93. CSRs should use the Desktop application pertinent to the call (i.e.,”T&T” and “Emergency” applications).

94. CSRs should utilize E-info when applicable.

a. Did the CSR follow all scripts and read them as posed by the Desktop?

95. C. Did the CSR follow procedure(s) pertinent to the call? CSRs must comply with Company procedures while meeting customer needs. For example, customers must be provided with correct information as in the handling of a gas emergency call and upon request for a statement, letter, etc., CSRs must always offer to send the documents via e-mail. Failure to follow procedures pertinent to the call/skill group may cause an Automatic Failure.

96. “When we connect the gas service we will need access to both the gas meter and your apartment.”

97. “Since your carbon monoxide alarm is ringing, I am going to contact 911.” (Stay on line, add 911 operator information to TRBL ticket, transfer customer.)

98. Did the CSR input a detailed account note? CSRs should note accounts with detailed information regarding activities on the account.

99. Note: “If the customer pays $350 we can reconnect service. I offered the customer an agreement with $50 installments for the remaining balance.”

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100. Did the CSR input appropriate completion Code(s)? CSRs should enter appropriate inquiry completion codes.

101. AGR, INFO LPP, INFO102. Did the CSR input appropriate referrals or work orders? Issues appropriate orders/work

orders to other departments. Failure to issue an appropriate referral/work order can be a potential element that can cause an Automatic Failure.

103. “If we receive the full balance by March 4th, I will waive your deposit.”

104. “I have reported the location where your dog was shocked. I’m also going to call our Emergency Department. Can you please hold?” (Issued trouble ticket, called Electric Emergency department, and issued incident report.)

105. Was call work used appropriately? The call work mode is to be used to complete work associated with the call. The mode is used for short- term work. Failure to use “call work” appropriately may be cause for an automatic failure.

106. Examples of situations where call work may be appropriate: Inputting an extensive account note

107. Working on a simple adjustment

108. H.

109. calling from to the phone number listed on the account as well as request/verify the customer’s e-mail address.

110. “Ms. Jones, could you please verify your phone number so that I can make sure that our records are correct?”

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111. “Would you like to add an alternate telephone number, such as a work or cell phone number?”

112. Did the CSR summarize the call? CSRs should recap information discussed during the call which should include the actions required of the Company and the customer.

113. As discussed, Mr. Smith, you will be sending us the down payment of $50 by July 12. I’m noting your account that the balance of $200 will be paid in four installments of $50 on the fourteenth of each month in addition to your monthly bill.

114. Ms. Jones, thank you for your meter reading. I have noted your account with the meter reading that you have just provided of 5322. I will be sending you an adjusted bill. Your next meter reading date is April 4th.

115. Did the CSR utilize the standard closing statement: A standard professional closing statement inquiring of the customer as to whether his/her needs were met during the call is required as well as “Is there anything else that I can help you with today? Thank you for calling Con Edison.”

116. “Is there anything else I can help you with today? Thank you for calling Con Edison?

117. Do you have any additional questions for me Ms. Smith or can I help you with anything else today? Thank you for calling Con Edison.”

118. 6.0 Automatic Failure: Choose the Automatic Failure feature when a serious infraction occurred during the call. Comments must be included to explain why Automatic Failure was chosen. Serious infractions of certain elements can result in an Automatic Failure. Examples of infractions that can result in an automatic failure include, but are not limited to:

119. Did not uphold customer confidentiality Rude or argumentative behavior120. Does not steer conversation towards resolution to avoid unnecessarily lengthy calls

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121. Excessive hold

122. Did not offer to e-mail customer letters, statements, duplicate bills, pamphlets (where available), etc.

123. Did not ask the BOPA question when establishing an account for a non-residential customer

124. Did not ask the LSE question when establishing an account for a residential customer

125. Did not provide scripted information on EEP programs.

126. Did not ask for social security number, drivers license or other alternate form of identification when establishing an account for a new residential

127. Using e-mail, Internet, or CSS Messenger for personal business while speaking to a customer or while the customer is on hold

128. Engaging in personal conversations with others (i.e. other CSRs) while actively talking to a customer. In this case, the customer is not placed on hold and is able to hear the personal conversation.

129. Did not use CSS Desktop to issue an electric or gas emergency ticket when the Desktop is available.

130. Did not follow CSS Desktop script when processing electric or gas emergency tickets.

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131. 7.0 Comments: Include a brief description of the call in this section. Include an explanation for any element on the Agent Observation Form scored “No”.

132. Add specific tips/techniques on how any element could have achieved a “Yes”. Include details of what was done well.

133. 8.0 Exhibit - Agent Observation Form

134. OVERALL CALL QUALITY RATING135. Communications Skills Yes No N/A136. Soft Skills137. Was the CSR ready to assist the Customer? 138. Did the CSR paraphrase the customer’s request? 139. Did the CSR avoid interrupting the customer throughout the call?

140. Did the CSR display empathy and/or express concern and understanding?

141. Did the CSR ask the customer to identify him/herself and address the customer by name throughout the call?

142. Did the CSR’s tone remain enthusiastic, professional and pleasant throughout the call?

143. Did the CSR avoid getting hooked by the customer? 144. Telephone Etiquette145. Did the CSR use appropriate language and grammar? (CSRs should avoid Company

jargon and/or slang.)

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146. Did the CSR say “please” and “thank you” when requesting/receiving information from the customer – whichever is applicable?

147. Did the CSR apologize for any Company error or inconvenience whether it was the Company’s fault or not?

148. First Call Resolution Yes No N/A149. Take Ownership150. Did the CSR correctly analyze the account to address the customer’s concern?

151. Did the CSR convey ownership and authority for the call? (CSRs should demonstrate a vested interest in resolving the customer’s inquiry.)

152. Did the CSR represent the Company in a courteous and positive manner? (CSRs should remain pleasant and courteous without making negative comments about internal departments and the Company as a whole.)

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153. Was the CSR proactive by offering options and solutions to the customer to prevent future callbacks?

154. Followed Relevant Procedures Yes No N/A155. Appropriate Use of Hold156. Did the CSR request the customer’s permission before placing the customer on hold as

well as provide a reason for the hold?

157. Followed Relevant Procedures (Cont’d) Yes No N/A

158. Were interims given to the customer throughout the hold period? 159. Desktop Utilization160. Did the CSR utilize the Desktop? 161. Did the CSR follow all scripts and read them as posed by the Desktop?

162. Did the CSR follow procedure(s) pertinent to the call? 163. Did the CSR input a detailed account note? 164. Did the CSR input appropriate completion code(s)? 165. Did the CSR input appropriate referrals or work orders? 166. Was call work used appropriately? (The call work mode is to be used to complete work

associated with the call. Use mode for short-term work only.)

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167. Did the CSR obtain/update the telephone number on record when

168. the telephone number on record does not match the ANI as well as

169. obtain/verify the customer’s cell phone# and e-mail address?

170. Did the CSR summarize the call? (Required on all calls.) 171. Did the CSR utilize the standard closing statement – “Is there anything else I can help

you with today? Thank you for calling Con Edison.” (Required on all calls.)

172. Automatic Failure Yes No N/A173. Check 'NO' to Auto Fail This Call Due to Comments Below

a. Otherwise, Check 'N/A' *174. (Forfeit)

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ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATION

175. Category Comment:

176. Summary Rating:

177. <Automatic>

178. Comments:

179. OBSERVATION SCORES

180. Rating

181. 95-100 Superior

182. 85-94 Satisfactory

183. 75-84 Needs Improvement

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ENERGY SERVICES ENHANCED CUSTOMER COMMUNICATION

184. 74 and Under Unsatisfactory

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