Business Processes

Account management sits at the heart of almost every customer interaction. Whether you're setting up a new account, updating details, or closing one down, getting it right in Kraken first time saves a lot of headaches later — for the customer and fo...

Complaints are an inevitable part of working in customer service — and handled well, they're also an opportunity to turn a frustrated customer into a loyal one. Good Egg Energy takes complaints seriously, both because our customers deserve it and be...

Direct debits are how the majority of Good Egg Energy customers pay their bills, and they're one of the most common reasons customers get in touch. Whether someone wants to set one up, change the amount, or understand why their payment has increased...

Switches, move-ins, and move-outs are some of the highest-stakes interactions in customer service — they mark the beginning or end of a customer's relationship with Good Egg Energy, and getting the details right at this stage prevents billing proble...

Knowing when and how to escalate is one of the marks of a confident, effective agent. Escalation isn't a last resort or an admission of failure — it's the right tool for the right situation, and using it well protects customers, protects you, and ke...