With our recent switch to Kynect, it's more important than ever to solicit and refer customers the right way. So, here are a few reminders and updates about customer gathering from our Policies & Procedures.
Be a Know-It-All
Be a good source of information for your customers. Helping them answer any questions they may have will establish trust between the two of you. You can also be a good resource by anticipating their needs – both short-term and long-term. For example, find out if they're currently in a contract with their energy provider. Will enrolling with Stream stick them with a cancellation fee? If so, create a reminder on your calendar to follow-up when their contract is over. You can also be proactive by checking if Stream has an option that will pay their cancellation fee if they switch.
Carefully review each of Stream's offers with the customer to help them choose the plan best suited for them. Once a customer chooses their plan, make sure they understand their contract details by reading the Terms of Service. Your hands-on approach will help prevent them from leaving their contract early because they didn't understand the terms. Extra tip: Check the Customer Renewal widget in Kynect Central to see which customers are eligible for renewal.
Help your customers by walking through the process with them, but always remember you can't act as their representative when it's time to enroll. This means no completing enrollments, calling on their behalf, or using your contact information on their account, even if they are a close friend or family member. It’s imperative that Stream is able to reach the customer if necessary, so Stream needs accurate customer information to establish service. That includes their Social Security Number, phone number and email address.
Be a Responsible Marketer
The advertising rules for energy customers have changed! Associates are no longer allowed to create energy-related ads. This includes using previously approved ads or ads previously created by Stream. Only market and promote energy services using materials approved by Stream, which can be found in Kynect Central if you're a Kynect Pro subscriber.
Associates also aren't permitted to alter Stream’s approved marketing and promotional materials. No independently created marketing and/or promotional materials for energy-related Services will be accepted for review. You can create materials for non-energy related services with approval from BIG.
If you have any questions about this subject or any other BIG related topic, you can always contact us at BIG@wekynect.com.