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Last Updated: 06/03/2026
in VulnerabilitiesLearn how to recognize and support vulnerable energy customers. Understand vulnerability types, why it matters, and best practices for compassionate agent interactions.
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Last Updated: 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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Last Updated: 10/22/2026
in Billing Disputes
A billing dispute occurs when a customer formally challenges the
accuracy or validity of charges on their bill. This is different from a
general complaint or question about a bill.
Dispute vs. Question
Question: "Why is my bill higher this ...
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Last Updated: 10/22/2026
in Billing Disputes
After resolving a dispute, take proactive steps:
1. Address Root Cause
If the dispute revealed an issue:
Meter access problems → Schedule regular access or install smart
meter
Estimated billing → Fix access issue
Confusion about ...
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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.
...
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Last Updated: 06/03/2026
in Emergencies handbook A loss of electricity supply is one of the most common emergency-adjacent contacts you'll handle. Customers are often frustrated, sometimes frightened, and almost always convinced that Good Egg Energy is responsible. This guide helps you quickly wor...
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Last Updated: 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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Last Updated: 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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Last Updated: 10/22/2026
in Billing Disputes
1. Usage Disputes
Customer claims the amount of electricity shown is incorrect.
Common claims:
"I wasn't home, there's no way I used this much"
"My usage doubled for no reason"
"The meter must be broken"
"My neighbor's bill...
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Last Updated: 10/22/2026
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")
...
