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Created On: 06/03/2026
in Emergencies handbook Prepayment meter emergencies are some of the most time-sensitive contacts you'll handle. A customer who has self-disconnected — or is about to — may be sitting in a cold, dark home, possibly with children or health conditions that make the situation...
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Created On: 06/03/2026
in 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...
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Created On: 06/03/2026
in Business Processes 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...
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Created On: 06/03/2026
in Business Processes 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...
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Created On: 06/03/2026
in Business Processes 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...
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Created On: 06/03/2026
in Business Processes 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...
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Created On: 06/03/2026
in Low Carbon Tech Solar panels are increasingly common, and customers who generate their own electricity have a few extra things to think about when it comes to their energy account. This guide covers the questions you're most likely to encounter — from export paymen...
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Created On: 06/03/2026
in Low Carbon Tech Electric vehicles are becoming an increasingly normal part of the households we serve. Customers with EVs often have specific questions about charging costs, tariff options, and how to make the most of cheaper overnight electricity. This guide gives...
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Created On: 06/03/2026
in Low Carbon Tech Heat pumps are one of the most talked-about low carbon technologies right now, and as more customers make the switch from gas boilers, questions about heat pumps are only going to become more common. You don't need to be a heating engineer to handle...
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Created On: 06/03/2026
in Low Carbon Tech Customers increasingly want to know that their energy supplier shares their values — and "are you actually green?" is a question you'll hear more often than you might expect. This guide gives you honest, confident answers to the most common question...
