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Customer Service FAQs
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Question/Term
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Issue/Resolution
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Company Name / Acronym / Location
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Make sure you don’t include identifying company information in your text answers. Exclude: company name; company acronym; your city, state, PUC name, etc.
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S5: Safety
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The imbedded calculation has an error. Instead of multiplying by 1,000,000 it’s only multiplying by 100,000.
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CS45: Cust Sat
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This question incorrectly references 2009 to 2010 instead of 2010 to 2011.
Also, use the list from CS35 as a way to indicate which areas have changed.
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SF: Staffing for Complaints Handling
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Given the small number of people handling complaints we determined that you can put them in the staffing group that they actually reside in your company. So if they are in call center, put them in the staffing count for call center. If in credit, put them in credit.
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SF12: Social Networking defined
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Generally we are referring to the web-based social networks such as YouTube, Twitter, FaceBook, MySpace, etc. Text messaging should be included as part of the contact center. Typically in outbound contacts.
With regard to Staffing SF12 we only want people who are dedicated to handling social network posts for the customer service group. If there is a person that is in Corporate Communications who spends 100% of their time posting on Customer Service activities, they should be included in the count. But if the person is in Corporate Communications and spends less than ½ of their time on posting for customer service activities they can be excluded.
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ST25: Major Events
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ST25 asks for the number of major events in the last year. Please use the IEEE definition for Major Events.
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FL5: Materials
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Types of materials that can be included: gloves;
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FS5 & RP5: Usage on inactive
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What to do with usage on inactive…
If you have an inactive meter that shows activity and you simply send a person to shut it off or remove it – put that in Field Service
If you send a revenue protection person out to investigate to determine if there is theft involved or revenue loss involved – put it in Revenue Protection.
Do not double count
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PP65: Same day deposits
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Next year we’ll expend this question to get more timeframes for depositing of payments. This year we are only asking for actually deposited the same day. So if a field collector receives it at 10am and it is deposited by 5pm that’s “same day”. If the field collector receives it at 4pm and it is deposited the next day at 9am, that’s not same day.
“Other In-person” payments includes those payments to third party agencies.
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BL65: bill errors
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If you can’t break out errors the way we ask, go ahead and combined pre-mailing billing errors and post-mailing billing errors.
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BL75: Estimate one service and read another
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If you estimate one commodity on the bill and read the other commodity on the bill you should count the whole bill estimated. This is based on the guideline that we want you to count a multi-commodity bill as one bill. However, we will revisit this in the future because technology is changing the way we read meters.
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PP5: Counting payments
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Our guidelines indicated that the number of payments should approximately equal the number of bills. It also said that multiple payments on one bill should all be counted as one payment. We’re changing that. We know that the cost of processing a payment doesn’t change whether it’s the 3rd or 4th payment on a single bill. Be sure to count all payments. So if you have a lot of payment arrangements or cash customers who pay every week, you might have more payments than bills.
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PP30: Payment Agencies
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Do not include LIHEAP agencies. Do include mom & pop type shops who are taking payments for you.
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FL30: MV90
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Demand meters should be only MV-90 related meters, not general service demand meters.
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FL5: Meter Data Mgmt costs
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If you are incurring Meter Data Mgmt costs for meter reading you should … If you have contracted services costs, these are probably included in there.
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SF55: Illness, Leave and FMLA hours
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The way the question was originally written, it is unclear whether or not all of FMLA should be in the second column regardless of the duration. The intention was to break leave time into short and long term. So we’ve reworded the question:
Please provide the following illness hours and leave hours information (including FMLA)?
Columns:
- Short-term illness and leave hours
- Long-term illness and leave hours
- Total paid illness, leave and vacation hours
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