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Cust Responses
What the customer says when you call because he pings in service
| The Customer Says: | So You Should: |
|---|---|
| "I keep losing all power, then lights come back on, over and over again. Lights were blinking again when I called." What do you do? | Close the No Light order with no outage and open a PSP. |
| "Yeah, the lights were out for about two hours. I saw some PPL trucks in the area when the lights came on." What do you do? | Close the No Light order as restored. Use the time when the customer thinks the lights came on as the restoration time. |
| "Oh, I'm not even home. I just called in to check if we lost power, like we do almost every storm." What do you do? | The customer probably accidentally submitted a No Light call. Close the No Light order with no outage. |
| "My lights were off since around 5 a.m. The neighbors' lights came on around 8 a.m. My lights came on about 30 minutes later." What do you do? | Close the No Light order as restored. Use the time when the customer thinks the lights came on as the restoration time. |
| "A tree fell on the wire going from pole to house...and wire laying on ground..low voltage..lights are dim..overhead service...anything high voltage isn't working." What do you do? | The customer has some power. Close the No Light order with no outage and open a PSP. |
| "My lights are on. My neighbor asked me to call in for her. I don't know if her lights are back on now." What do you do? | There is no problem at this customer's account. Close the No Light order with no outage. Consider investigating the neighbor's account. |
| "The lights were off here for a few hours. They came on about an hour ago. I didn't get the message from PPL saying the problem was fixed, like I usually do." What do you do? | Close the No Light order as restored. Use the time when the customer thinks the lights came on as the restoration time. |
| "The lights were just flickering, but they're fine now. Maybe my wife pressed the wrong button on your phone menu." What do you do? | There is no problem at this customer's account. Close the No Light order with no outage. |
| "There's no power to my outdoor light and to most of the lights in my building." What do you do? | The customer has some power. Close the No Light order with no outage and open a PSP. |
| "Lights almost go out, then come on again, several times a day. One light bulb exploded when I turned on a space heater." What do you do? | The customer has some power. Close the No Light order with no outage and open a PSP. |
| "You're calling about the wrong property. This location has power. It's my other property where the lights are off." What do you do? | There is no problem at this specific account. Close the No Light order with no outage. Find out which account is associated with the customer's other property and enter a No Light call for that account. |
Created by:
Menoetius
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