Reliant-NorthEast-Kit

Compliance & Co-Ops

Compliance & Co-Ops

Customer Service Many customer service related issues will be handled by the TDSP - Meter reads, service and emergencies, Reliant can help with the following:

Behavior Complaints Are Serious Violations Our ability to successfully do business is dependent on maintaining the public’s trust and positive perception of the company •How we treat prospects affects our very ability to sell in Retail/Event markets. •State regulators can restrict NRG Retail’s ability to sell as a result of excessive prospect complaints or violations of state rules. •Prospects or customers can file a complaint against the company by contacting one or more of the following: -Law Enforcement -The state Public Utilities Commission (PUC, PSC, ICC etc.) -The Better Business Bureau -The Attorney General’s Office -NRG Prospects and customers can also post feedback of their experiences on Social Media Websites—Twitter, Facebook, etc. Avoiding Complaints Golden Rule : Treat the prospect like you want to be treated. Dress for Success —Badge & Uniform Do Not Be Aggressive Never pressure a prospect into anything he/she does not want to do Signing up is a choice, not an obligation; prospects have the right to refuse service Always smile and be friendly despite the way in which the prospect is acting towards you You never know what kind of a day a prospect is having, use your eyes and ears to assess the prospect’s demeanor Your ability to stay positive is essential for you to maintain positive interactions with prospects and customers KnowWhen to Stop Pitching 1 Hard No Smile, thank the prospect, and move on 2 No’s and Go If after two objections the prospect does not wish to enroll, thank the

- Questions about your electricity plan - Complaints, disputes, billing questions If you see or suspect any violation of applicable law or Reliant’s Sales Agent code of Ethics, including (but not limited to): • Fraudulent sales activity • Failure to clearly identify which company is being represented • Misleading price messaging • Deceptive conduct • Professionalism issues • Other false or misleading sales or marketing tactics It is your responsibility to contact your supervisor or Reliant’s Ethics Hotline • Available 24 hours a day • Operated by independent, third party vendor

• Email is not anonymous by nature unless you have a generic email address • All reported items are treated confidentially and anonymity can be requested

Customer Service Contact Informa,on (Reliant)

Ethics Hotline

Phone: 888-263-0463 Email: h4p://nrg.alertline.com

Phone: 866-222-7100 Hours: 24 hours a day, 7 days a week Web: www.reliant.com Email: service@reliant.com

prospect and encourage him/her to check us out on the web If the prospect is not interested at all in any further conversation, politely disengage and wish the prospect a nice day