Recap 2

In which of the following scenarios should you offer the PSR to a customer? (Select 2)

• The customer was born in 1953

• The customer has coughed a couple of times on the call

• The customer seems distracted on the call

• The customer has told you that they recently had a baby

What is an erroneous transfer?

• When a customer doesn't give an opening meter reading

• When the wrong supply is switched

• When a supplier charges too much

• When the customer's name is misspelled on the Welcome Pack

"I had an appointment today and your engineer did not turn up. I waited in all day, I am furious!" - This is a:

• Complaint

• Feedback

"I've been on hold for over an hour, this is ridiculous!" - This is a:

• Complaint

• Feeback

"I'm not happy that it will take 12 weeks for my Erroneous Transfer to be resolved. I want this fixed today!" - This is a:

• Complaint

• Feedback

How can you identify a Level 5 complaint? (Select 2)

• The customer is complaining about a mishandling of bereavement information

• A journalist is calling to complain about OVO

• A smart meter installation has caused an explosion and the customer's property has been damaged

• The customer is using abusive language

The severity level for bereavement complaints is:

• 2

• 3

• 4

• 5

Select two reasons why a current SUPPLIER might OBJECT to a change of supply (COS)

• Applied to early/late

• Missing information on the National Databases

• Related MPANs

• Debt on account

How long is the cooling off period?

• 10 days

• 5 days

• 29 days

• 14 days

A COT is when OVO already holds the supply at the property and we only need to take the customer's details to set up a new account.

• True

• False