Customer Care Training: Texas Market Intro

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Questions and Answers

What is the primary contact number for reporting outages according to the TDU information?

1.800.555.1234

1.888.572.4399

1.877.800.5678

1.800.332.7143 (correct)

Which TDU has the DUNS number 957877905?

CenterPoint (correct)

Texas New Mexico Power

Oncor

AEP Texas

Which of the following websites is listed for obtaining information about CenterPoint TDU?

www.oncor.com

www.powerelectric.com

www.ercot.com

www.centerpointenergy.com (correct)

Which number should NEVER be shared according to TDU guidelines?

Retail phone number Signup and view all the answers

What type of operations does ERCOT primarily handle?

Electricity market operations Signup and view all the answers

Which TDU is associated with the DUNS number 1039940674000?

Oncor Signup and view all the answers

What is the customer care phone number for CenterPoint?

1.888.572.4399 Signup and view all the answers

Which of the following is a role of the Public Utility Commission mentioned in the content?

Oversee electric utility operations Signup and view all the answers

What does TDU stand for in the context of the content?

Transmission and Distribution Utility Signup and view all the answers

What is the primary function of the ERCOT region?

Coordinate electricity flow Signup and view all the answers

What is the primary role of ERCOT in the Texas energy market?

To regulate the electricity supply and demand Signup and view all the answers

Which of the following elements is NOT included in the Texas Deregulated Market 101?

Customer Lifecycle Management Signup and view all the answers

What does TDU stand for in the context of Texas energy?

Texas Distribution Utility Signup and view all the answers

What is one of the main functions of the Public Utility Commissions in Texas?

To oversee and regulate electricity markets Signup and view all the answers

Which electricity source is most likely to be highlighted by ERCOT in their overview?

Wind energy Signup and view all the answers

In the Texas deregulated market, which process is critical for tracking issues related to customer requests?

Ticketing system Signup and view all the answers

What does the term 'ERCOT 101' refer to?

An introductory overview of ERCOT's role and functions Signup and view all the answers

Which aspect of the Texas energy market may be included in FAQs?

Common consumer questions about deregulation Signup and view all the answers

What could potentially be part of the operational workflow in customer care according to the outlined content?

Processing Requests Signup and view all the answers

Which of the following options represents an important element of the Texas energy market's regulation structure?

Public Utility Commissions' regulations Signup and view all the answers

What should never be shared by the care team?

Retail phone number Signup and view all the answers

Which email address is used to report an outage?

<a href="mailto:[email protected]">[email protected]</a> Signup and view all the answers

What does the acronym TDSP/TDU refer to?

Transmission and Distribution Service Provider/Transmission Distribution Utility Signup and view all the answers

Where can one find additional codes and transactions related to cancellation/rejection?

In the manual Signup and view all the answers

What do the provided fees in the chart relate to?

Usage per kWh for respective TDSPs Signup and view all the answers

Which of the following is NOT mentioned as an important aspect for the Care Team?

Description of workflows Signup and view all the answers

What type of information does the glossary provide?

Definitions for transaction codes Signup and view all the answers

What are the applications and platforms primarily used for?

Accessing customer accounts and submitting transactions Signup and view all the answers

What is the suggested contact method for customers?

Via phone or email Signup and view all the answers

Which phone number is associated with customer care services?

1.806.775.2509 Signup and view all the answers

What is the correct customer phone number for AEP Central?

1.877.373.4858 Signup and view all the answers

Which phone number should be used to report an outage for TNMP?

1.888.866.7456 Signup and view all the answers

What is the primary contact email provided for inquiries?

<a href="mailto:[email protected]">[email protected]</a> Signup and view all the answers

What is the DUNS number for AEP North?

007923311 Signup and view all the answers

Which retail phone number is listed as sharing the outage information?

1.888.313.6934 Signup and view all the answers

Which statement is true about the customer care team phone numbers?

They never share the retail phone number. Signup and view all the answers

What is the customer phone number for reporting outages?

1.866.223.8505 Signup and view all the answers

Where can AEP account holders find information online?

<a href="http://www.aeptexas.com">www.aeptexas.com</a> Signup and view all the answers

Which of the following DUNS numbers is related to Lubbock?

0582138934100 Signup and view all the answers

What is the customer service phone number for Oncor?

1.888.313.6862 Signup and view all the answers

Study Notes

Texas Market Overview

Atlantic Energy operates in the Texas deregulated market, which allows consumers to choose their electricity provider.
Key aspects of the Texas market include ERCOT (Electric Reliability Council of Texas), which manages the state's electricity grid.

ERCOT and TDU (Transmission and Distribution Utility)

ERCOT regulates the Texas electricity market, ensuring reliable power generation and distribution.
The market functions under the oversight of Public Utility Commissions, which establish regulations and guidelines.
TDUs play a critical role in delivering electricity from the grid to consumers, with fees based on energy usage per kWh.

Customer Care Training Components

Training encompasses an overview of the Texas deregulated market, including operational workflows and customer lifecycle management.
Important applications and platforms enable customer care representatives to access accounts and process requests efficiently.

Key Resources and Contacts

CenterPoint Energy:
- Website: CenterPoint
- Customer Care: 1.800.332.7143
- Report Outage: 1.800.332.7143
Oncor:
- Website: Oncor
- Customer Care: 1.888.313.6862
- Report Outage: 1.888.313.4747
AEP (American Electric Power):
- Website: AEP Texas
- Customer Care: 1.866.223.8508
- Report Outage: 1.866.223.8505
TNMP (Texas-New Mexico Power):
- Website: TNMP
- Customer Care / Report Outage: 1.888.866.7456
Lubbock Power & Light:
- Website: LP&L
- Customer Care/Report Outage: 1.806.775.2509

Operational Procedures

Customer Care teams must use specific contact numbers for reporting outages and should avoid using retail phone numbers publicly.
Detailed definitions of transaction and cancellation codes help streamline business process transactions, ensuring clarity and efficiency.

Important Applications and Terminology

Staff training includes an overview of necessary applications that facilitate customer interactions and internal communications.
A glossary of industry terms reinforces understanding of various concepts, aiding effective customer interactions.

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Description

This quiz covers the introduction to customer care training specifically for the Texas market. Participants will learn about the regional market dynamics, key players, and essential terms in the customer care landscape. It's a crucial resource for anyone involved in customer service in Texas.

Customer Care Training: Texas Market Intro - Day 1

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