-
Last Updated: 06/03/2026
in Metering Gas meter reads come up less often than electricity — but when they do, it's usually because something looks off on a bill. This guide walks you through the different types of gas meter a customer might have and how to read each one accurately.
...
-
Last Updated: 07/23/2026
in Billing Disputes
1. Confirmed
Billing Error - Issue Credit
When investigation confirms an error:
Immediate actions:
Calculate correct charges
Determine credit amount
Apply adjustment to account
Update billing for future accuracy
Custo...
-
Last Updated: 07/23/2026
in Billing Disputes
Escalate to a supervisor when:
Mandatory
Escalations
Credit amount exceeds $100 (supervisor approval
required)
Customer requests supervisor (always honor this
request)
Legal threats ("I'm calling my lawyer" / "I'll
sue")
...
-
Last Updated: 07/23/2026
in Billing Disputes
Every dispute must be thoroughly documented. Good documentation
protects both the company and the customer.
Required Information
Initial dispute case:
Date and time of dispute claim
Customer's specific claim (in their words)
Ch...
-
Last Updated: 12/18/2025
in Using Kraken Account Events: Understanding the Account Timeline Every action and interaction on a customer account is recorded as an "event" in Kraken's account timeline. This guide explains the different types of events, what they mean, and how to use them eff...
-
Moving Beyond the Basics
Month two is where things start clicking into place. You'll notice
you're navigating systems faster, remembering processes without checking
notes, and feeling more natural in conversations with customers.
Handli...
-
Creating Your Roadmap for Success
Your first three months are structured, but your learning journey is
personal. This guide helps you create a development plan that aligns
your growth with your goals and Good Egg Energy's expectations.
...
-
Reflecting on Your Journey
As you approach your first anniversary, take time to reflect on your
transformation. You've gone from knowing nothing about energy supply to
confidently handling complex customer situations. You've developed
tech...
-
Last Updated: 06/03/2026
in Vulnerabilities Financial difficulty is one of the most common forms of vulnerability you'll encounter, and one of the most sensitive to handle well. A customer who is struggling to pay their energy bills is often also dealing with stress, shame, and fear — sometim...
-
Last Updated: 06/03/2026
in Emergencies handbook A customer calling to report a gas smell or suspected leak needs one thing above all else: fast, clear, calm guidance. This article gives you the exact steps to follow and the words to use. In a gas emergency, there is no time to improvise — know th...
