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Background: At Everbright we understand that customer service is the face of our company and is crucial to building trust. To become a trusted partner in their homes, we must address their concerns quickly and effectively. This is why we have created this “Customer Recognition (WOW) & Satisfaction Program” to empower support agents to resolve issues efficiently as possible while providing an exceptional experience with customers

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Program Guidelines:

WOW Program:

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“WOW” Program:

The “WOW” program is designed to surprise and delight customers by recognizing special occasions or addressing minor dissatisfaction with Gift Cards, to help build trust and improve their experience

Program Guidelines

Frontline Agents:

  • Empowered to offer a maximum of $50 USD

Resolution Agents:

  • Empowered to offer a maximum of $100 USD

Lead Resolution Agents:

  • Empowered to offer a maximum of $100 USD

Supervisors:

  • Empowered to offer a maximum of $250 USD

You are authorized to create “WOW moments for customers based on unique situations:

Example Scenarios:

Customer frustrated by being transferred multiple times

“Thank you for letting me know, this is not the experience we want for our customers. As a One-Time courtesy, we would like to send you a $15 USD Gift Card after this call to address the Inconvenience”

Customer with Solar Equipment Issue leading to Food spoilage

“Oh No!, I understand that this must be frustrating, We’ve contacted your installer and they will be addressing the issue soon. We would also like to send you a $50 USD Gift Card to help with the food spoilage you experience”

Anniversary Dinner plans disrupted by an account Issue

“I am so glad we could help reset your password. I’ll now transfer you to our billing team to finalize your payment. I know it is your anniversary today, so I will send you a $25 USD Gift Card after our call to help you celebrate. Congrats Again!”

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  • Training will be provided prior to the program’s launch, including Scenario-Based quizzes (A minimum score of 85% will be required)

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  • A “WOW” program facilitator will monitor daily usage of the program

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  • Spending will be tracked monthly to compare against the program’s budget

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Satisfaction Refund Program

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Satisfaction Refund Program:

This Satisfaction Refund program allows agents to offer Monetary compensation (Gift Cards) to customers to prevent escalations due to significant dissatisfaction

Program Guidelines

Frontline Agents:

  • Not Eligible for this program

Resolution Agents:

  • Authorized to offer a Maximum of $250 USD

Lead Resolution Agents:

  • Authorized to offer a Maximum of $500 USD

Supervisors:

  • Authorized to offer a Maximum of $1000 USD (Or as outlined in the SOP)

You are empowered to provide Satisfaction Compensation for each unique situation and issue:

Example Scenarios:

Battery not discharging for 6 months, and delays with maintenance

“Thank you for explaining the issue. We will escalate this with our maintenance team. In the meantime, we would like to offer you a $150 USD Gift Card as a One-Time courtesy for the inconvenience”

Original Installer Out Of Business, and New Installer took 8 months to contact the customer

“I understand how frustrating this must be. We’ve contacted your new Installer, and they will be reaching out by the end of the week. We would like to send you a $300 USD Gift Card as a courtesy”

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If there is a known issue affecting a group of customers, this should NOT be addressed through the Satisfaction Program. Tracking and Communicating trends is key to the program’s success

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How to generate a WOW Compensation:

Step

Action

1

  • Check if the customer has already received a “WOW” compensation for the Exact Same Instance

IF YES:

  • Do not Proceed with the compensation

  • Stop

IF NOT:

2

  • Create a Case

    • Primary Reason:

      • “Homeowner Communication'Communications”

    • Secondary Reason:

      • “Everbright Outreach”

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  • Then Create a Case Assignment for “Support Supervisor”

    • CA Primary Reason:

      • WOW Moment

    • CA Secondary Reason:

      • “WOW Moment”

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      • Select the appropriate reason

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3

  • Once the Case Assignment is created

    • Go back to the case main Case

    • Scroll down and locate the “Homeowner Support” Section and

    • Click on the Edit Icon next to “Refund”

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4

  • Click on the Refund Checkbox

    • Then Select the Refund Type from the drop down menu named as “Gift Card”

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5

  • Type the Refund Amount based on the Program Guidelines Reference

    • Finally Click on “Save”

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  • Once its saved;

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Case will be Approved and the Gift Card will be send by the End of the Day

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Lead will pull Weekly/Monthly reports to track usage and ensure it stays within budget

How to generate a Satisfaction Compensation:

Step

Action

1

  • Check if the customer has already received a “Satisfaction” Compensation for the same Instance

IF YES:

  • Do not Proceed with the compensation

  • Stop

IF NOT:

2

  • Create a Case

    • Primary Reason:

      • “Homeowner Communication'Communications”

    • Secondary Reason:

      • “Satisfaction Moment”“Everbright Outreach”

image-20241216-131734.png

  • Then Create a Case Assignment for “Support Supervisor”

    • CA Primary Reason:

      • Satisfaction

    • CA Secondary Reason:

      • (If Available); Select the appropriate reason

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3

  • Once the Case Assignment is created

    • Go back to the case Original Case

    • Scroll down and locate the “Homeowner Support” Section and

    • Click on the Edit Icon next to “Refund”

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4

  • Click on the Refund Checkbox

    • Then Select the Refund Type from the drop down menu named as “Gift Card”

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5

  • Type the Refund Amount based on the Program Guidelines Reference

    • Finally Click on “Save”

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6

  • Once its saved;

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Case will be Approved and the Gift Card will be send by the End of the Day

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Lead will pull Weekly/Monthly reports to track usage and ensure it stays within budget

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Scenario

Description

Reimbursement for Battery Offline (Energy Loss)

  • If the battery is offline, clients may lose energy during that time.

  • Lets say (as an example) the client lost energy for 72 days (From June 30th o September 10th)

    • The battery should have discharged 7.76 kWh per day based on its capacity

How to Calculate Energy Loss:

  • 7.76 kWh/day x 72 Days = 559 kWh Lost

  • The Solar Rate is $0.161 per kWh

  • Reimbursement Amount: 559 kWh x $0.161 = $90.35

Tip

This Calculation assumes that the battery was NOT charging properly and the client was using a lot of energy during the summer months (June, July and August). The energy loss is calculated using the peak consumption time (4pm - 9pm)

Reimbursement for Solar Insure Cancellation

  • If solar Insure was canceled because the Installer went out of Business, the client is entitled to a Reimbursement.

  • Let’s Say (as an example) The Solar Insure rate is $0.13 per kWh and the project generated 25,209 kWh

How to Calculate the Reimbursement:

  • 25,209 kWh x $0.13 = $3,277.17

  • Reimbursement Amount: $3,277.17

Tip

This amount is what the client would have been reimbursed for their canceled Solar Insure Coverage

Reimbursement for Missing Equipment

  • If the Equipment is missing because the Installer went Out of Business, the client should be refunded for the equipment they did not receive.

  • The system was sold based on a cost per watt, and the missing equipment needs to be refunded

How to Calculate the missing Equipment Cost:

  • Panels: $440 per Panel x 3 Panels = $1,320

  • Inverters: $88 per inverter x 3 Inverters = $264

  • Interest: Add $23.51 to cover 4 months of payments and 60 extra days for flexibility

  • Total Refund: $1,320 (Panels) + $264 (Inverters) + $23.51 (Interest) = $1,607.51

Refund Process After Cancellation

  • Refunds After Cancellation depends on the timing of the cancellation

  • Before M3:

    • The refund must be done manually. You can Issue a Gift Card or a Check to the Client

  • After M3:

    • The Launch Platform will automatically process the refund during the cancellation window

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