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Referrral guide updated EMAIL CATEGORY CUSTOMER CONCERN Service Application SA REFER FORWARD TO North CRS SMEs Carmina Glorioso Joan Agosila Central CRS SMEs Aileen Reyes Suzette Tuvilla South CRS SMEs Luisito Roque Esther Ruth Bacungan INSTRUCTIONS DAR S

EMAIL CATEGORY CUSTOMER CONCERN Service Application SA REFER FORWARD TO North CRS SMEs Carmina Glorioso Joan Agosila Central CRS SMEs Aileen Reyes Suzette Tuvilla South CRS SMEs Luisito Roque Esther Ruth Bacungan INSTRUCTIONS DAR STATUS UPDATE Reply to customer with Acknowledge template Advise that a representative from concerned o ?ce will be reaching out to him her soon Forward email to assigned CRS SME Indicate SIN Customer Type Residential Address both in the email to CRS SME and in the DAR If address is not available request for location details from SPOC using SIN or Account No Acknowledged email referred to CRS SME Business Commercial CBG Big Customers Regine C Pamintuan Marissa Carla Lagurs BIZ Other Commercial Customers Robert M Nery Joseph A Casanova Reply to customer acknowledge email and advise that a representative from the concerned o ?ce will be reaching out to him her soon Forward email to assigned CRS SME Indicate SIN Customer Type Commercial Address both in the email to CRS SME and in the DAR If address is not available request for location details from SPOC using SIN or Account No referred to CRS SME Irate Can't Accept Explanation No need to reply again to customer Forward email to assigned CRS SME Indicate SIN Customer Type Commercial Refer to assigned CRS SME above depending on customer address indicated Address both in the email to CRS SME in the DAR If address is not available request for location details from SPOC and using SIN or Account No referred to CRS SME With existing email exchange identifying a particular BC Representative ATM MRN and Payment Related Concerns APA ADA Identi ?ed employee Commercial Operations Perla Evangelista Adrian Nasser No need to reply to customer forward email to identi ?ed Customer Care Rep and cc BC Head referred to CRS SME Using the SIN Inquiry Tool check if Customer has any outstanding balance if there is none reply to customer using Posted Payment template If with outstanding balance Forward email to assigned CRS SME no need to send a copy to CRS SPOC Receive the ATM MRN reply to customer ATM MRN provided Bill Duplicate SOA callcenter billing assistance meralco com ph Acknowledge email Endorse the case to CRS SME Email callcenter billing assistance meralco com ph cc Nino Lazaro For Meralco Online App Papreless Billing With Existing Email Exchange with Customer Care Outage Leaning Pole Streetlights Concerns N A Acknowledge the email referred to CRS SME N A No need to reply to customer or forward to no need to reply- anyone duplicate email SPAM N A No need to reply to or forward the email no need to reply-Referred to Call Center N A Acknowledge the email no need to reply-Referred to Call Center Illegal Service Connection Reports Networks ISC SMEs North Area Excel James Espinueva Central Area Frederico Naniong South Area Jone Espulgar Endorse the case forward the email to Networks SMEs no need to send a copy to the CRS SPOC no need to