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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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Table of Content:

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Program Guidelines:

WOW Program

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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

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Program Guidelines

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Frontline Agents:

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  • Empowered to offer a maximum of $50 USD

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Resolution Agents:

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  • Empowered to offer a maximum of $100 USD

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Supervisors:

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

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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

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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

Satisfaction Refund Program

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

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Program Guidelines

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Frontline Agents:

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  • Not Eligible for this program

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Resolution Agents:

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  • Authorized to offer a Maximum of $250 USD

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Lead Resolution Agents:

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  • Authorized to offer a Maximum of $500 USD

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Supervisors:

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

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

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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

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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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Process:

How to generate a WOW Compensation:

Step

Action

1

  • Check if the customer has already received a “WOW” compensation for the same issue 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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  • 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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  • Click on the Refund Checkbox

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

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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 issueInstance

IF YES:

  • Do not Proceed with the compensation

  • Stop

IF NOT:

2

  • Create a Case

    • Primary Reason:

      • “Homeowner Communication'Communications”

    • Secondary Reason:

      • “Satisfaction Moment”

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      • “Everbright Outreach”

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  • 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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  • 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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  • Click on the Refund Checkbox

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

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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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Supportive Information:

The following information is meant to be used just as guidance for possible compensation. Keep in mind that each situation may differ depending on the specific values and circumstances

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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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REMEMBER:

Note

  • Do NOT offer a WOW or Satisfaction Refund for the Same issue multiple times

Note

  • Always follow up the Supportive Information Program Guidelines to ensure proper usage and compliance with the budget

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