𝓟𝓻𝓸𝓹𝓮𝓻𝓽𝓲𝓮𝓼 𝓸𝓯 𝓟𝓻𝓸𝓹𝓪𝓷𝓮

➤Propane as vapor -Propane vapor is 1 ½ times heavier than air -Propane has no smell -Colorless, odorless, and tasteless -Odorant is added -Boiling point at -44° F

➤Propane as a liquid -To stay as a liquid, it needs to be stored Your hand under pressure' -Propane is lighter than water -It settles into low- -lying areas was lowered -When released into the air it expands 270 times it's original volume

➤Miscellaneous -Liquid propane expands 17 times more than water with temperature changes -Propane vapor is heavier than air, but propane liquid is lighter than water -Achieves stability in tanks

➤Propane Distribution ●U.S Natural Gas Processing ●U.S. Petroleum Refineries ●Canadian Imports ●Other Imports ●Over 250 Domestic & International Sources of Propane ●Primary & Secondary Storage ●Above Ground Storage ●Underground Storage ●Transport ●Pipeline ●Rail ●Residential ●Agriculture ●Commercial/ Industrial

• Our commitment to safety is unmatched. • At AmeriGas, safety is our highest priority. • We are dedicated to the safety of our employees, customers and the general public, and full compliance with applicable statutes, regulations and ordinances.

𝓡𝓮𝓼𝓲𝓭𝓮𝓷𝓽𝓲𝓪𝓵 • Heaters • Furnace • Water Heater • Stove • Fireplaces • Pool • Patio Heaters • Grills • Generators

𝓒𝓸𝓶𝓶𝓮𝓻𝓬𝓲𝓪𝓵 𝓪𝓷𝓭 𝓘𝓷𝓭𝓾𝓼𝓽𝓻𝓲𝓪𝓵 • Forklift • Business Heat • Builders • Torches • Dispensers • Patio Heat • Stove/Oven • Generators • Firepits • Auto Gas

𝓐𝓰𝓻𝓲𝓬𝓾𝓵𝓽𝓾𝓻𝓪𝓵 • Chicken Houses • Orchard Heat • Barn Heat • Crop Drying • Greenhouses • Generators • Weed Burners • Irrigation

𝓐𝓶𝓮𝓻𝓲𝓖𝓪𝓼 𝓒𝔂𝓵𝓲𝓷𝓭𝓮𝓻 𝓔𝔁𝓬𝓱𝓪𝓷𝓰𝓮 (𝓐𝓒𝓔)/𝓒𝔂𝓷𝓬𝓱 • 20# Cylinders • Vending Machines • Grills • Patio Heaters • Portable cookers • Fire pits

𝓦𝓱𝓪𝓽 𝓲𝓼 𝓪 𝓟𝓻𝓸𝓹𝓪𝓷𝓮 𝓣𝓪𝓷𝓴? 》Propane tanks are the storage containers for propane in its liquid form and are available in many different sizes being engineered and designed for propane containment at high pressures.

Any tank sizes can only be filled into 80% since propane is expanding when heated. If the tank was filled 100% possibly get explode.

1000 Gallon tank A 1000 gallon propane tank can holds 800 gallons of propane when full.

500 Gallon tank 9' 11" long and 37.5" in Diameter A 500 gallon propane tank can holds 400 gallons of propane when full.

250 Gallon tank 7'10" long and 30" in Diameter A 250 gallon propane tank can holds 200 gallons of propane when full.

120 Gallon tank 4'6" in height nd 30" in Diameter A 120 gallon propane tank is also commonly referred to as 420 lb. propane tank. 120 gallon propane tanks hold 96 gallons of propane when full.

20lb Propane Tank (Cylinder) 1' 6" in height and 1' in Diameter 20 pound propane tank are often referred to as grill cylinders and hold 4.6 gallons of propane when full.

𝓐𝓶𝓮𝓻𝓲𝓬𝓪𝓷 𝓢𝓸𝓬𝓲𝓮𝓽𝔂 𝓸𝓯 𝓜𝓮𝓬𝓱𝓪𝓷𝓲𝓬𝓪𝓵 𝓔𝓷𝓰𝓲𝓷𝓮𝓮𝓻𝓲𝓷𝓰 (𝓐𝓢𝓜𝓔)

𝓐𝓢𝓜𝓔 𝓐𝓫𝓸𝓿𝓮𝓰𝓻𝓸𝓾𝓷𝓭 𝓣𝓪𝓷𝓴 𝓕𝓮𝓪𝓽𝓾𝓻𝓮𝓼 •Liquid Withdrawal Valve •Liquid Withdrawal Dip Tube •Fixed Liquid Level Gauge Dip Tube •Pressure Relief Valve •Pressure Relief Valve Springs •Float Gauge Assembly •Liquid Withdrawal Belly Valve

𝓐𝓢𝓜𝓔 𝓐𝓫𝓸𝓿𝓮𝓰𝓻𝓸𝓾𝓷𝓭 𝓣𝓪𝓷𝓴 𝓕𝓮𝓪𝓽𝓾𝓻𝓮𝓼 •FLOAT GAUGE •FILLER VALVE •SERVICE VALVE •FIXED MAXIMUM LIQUID LEVEL GAUGE •SERVICE VALVE •ACCEPTED •ACCEPTED FINAL •VAPOR EQUALIZING VALVE •FIXED MAXIMUM LIQUID LEVEL GAUGE •VAPOR EQUALIZING VALVE

Typical gauges on an aboveground tank. Pressure relief and liquid withdrawal valves not shown.

• Above Tanks used white color to deflect from sunlight. • While Underground Tank used doesn't matter the color but since they painting it to avoid rusting.

𝓦𝓱𝓪𝓽 𝓲𝓼 𝓪 𝓟𝓻𝓸𝓹𝓪𝓷𝓮 𝓒𝔂𝓵𝓲𝓷𝓭𝓮𝓻? • Cylinders range widely in size and use. • Cylinders fall into two groups of propane service, liquid and vapor. • Unlike tanks which are part of a stationary installations, propane cylinders are portable storage containers. • 100#, 200#, 300# and 420# cylinders can also be part of a stationary installations and would be treated as bulk in some situations.

𝓢𝓽𝓪𝓽𝓲𝓸𝓷𝓪𝓻𝔂 𝓒𝔂𝓵𝓲𝓷𝓭𝓮𝓻𝓼

• 100# Cylinder Holds 24 gallon of propane

• 420# Cylinder Holds 99.6 gallon of propane

• 20lb Propane Tank (Cylinder) 1' 6" in height and 1' in Diameter 20 pound propane tank are often referred to as grill cylinders and hold 4.6 gallons of propane when full.

• Motor Fuel Cylinder

• Propane Grill Cylinder - ACE

𝓜𝓮𝓽𝓮𝓻𝓼

○Bulk Propane Delivery Truck (Bobtails) ○Cylinder Delivery Trucks ○Service Truck

●District Storage location ●Storage Terminal ●Dispenser Pump Station

》Railroad Propane Usage

●Source of Ignition ●Structure Opening ●Adjoining Property Line ●Side of Building

➤𝓣𝓪𝓷𝓴 & 𝓢𝓽𝓪𝓽𝓲𝓸𝓷𝓪𝓻𝔂 𝓒𝔂𝓵𝓲𝓷𝓭𝓮𝓻 DISTANCES

𝓢𝓸𝓾𝓻𝓬𝓮 𝓸𝓯 𝓘𝓰𝓷𝓲𝓽𝓲𝓸𝓷 (ex: air conditioning condenser, window AC unit, direct vent to an appliance, generators, mechanical intakes)

𝓢𝓽𝓻𝓾𝓬𝓽𝓾𝓻𝓮 𝓞𝓹𝓮𝓷𝓲𝓷𝓰 (ex: window, crawl space, dryer vent)

𝓐𝓭𝓳𝓸𝓲𝓷𝓲𝓷𝓰 𝓟𝓻𝓸𝓹𝓮𝓻𝓽𝔂 𝓛𝓲𝓷𝓮 (property boundaries adjacent to the one where the container is located)

➤𝓢𝓲𝓭𝓮 𝓸𝓯 𝓑𝓾𝓲𝓵𝓭𝓲𝓷𝓰

• 5ft if not filled on-site ** 10ft if under 1200 gal ***If a tank is 251-2000 gal: 3ft from each other if placed side to side or 10ft from each other if placed end to end

➤𝓘𝓷𝓽𝓻𝓸𝓭𝓾𝓬𝓽𝓲𝓸𝓷 𝓽𝓸 𝓐𝓶𝓮𝓻𝓲𝓖𝓪𝓼

𝐂𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭 𝐭𝐨 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 • Since 1959, AmeriGas' vision has been to provide the safest, most reliable, and most responsive propane service in the nation. We use the size of our organization to our customers' advantage every day. We stay true to our grass roots by offering the friendly smiles and personal attention found at local family businesses.

• AmeriGas recognizes value in the use of excellent telephone skills. All customer interaction units have adopted the standards of excellence for all employees. By following these standards, you will not only assist with our quality customer service objectives, but you will save yourself time and enhance your value to the company and the customers you serve.

• While interacting with customers and co-workers, it is important to use these skills consistently. Based on the commitment to quality and safety outlined in the AmeriGas vision, each of us has a responsibility to ensure that every customer has a positive experience each time they contact any department at AmeriGas.

• This training provides basic customer interaction techniques that are proven to work. Through routine use of these techniques, you will develop the ability to be successful in delivering quality customer service consistently.

➤𝓦𝓱𝓸 𝓲𝓼 𝓐𝓶𝓮𝓻𝓲𝓖𝓪𝓼? We're the nation's largest retail distributor 30th largest fleet in America with over 8,600 total vehicles Founded in 1959 Over 1 Billion retail gallon sold per year 1.7 Million Customers

➤𝓐𝓶𝓮𝓻𝓲𝓖𝓪𝓼 𝓒𝓸𝓻𝓮 𝓥𝓪𝓵𝓾𝓮𝓼

AmeriGas has a core set of six values that provide the foundation for who we are and how we operate.

We believe that sustainable, reliable and affordable energy solutions are a necessity for our customers and communities.

We strive to deliver this fundamental need, while enhancing the quality of life of our employees, customers and the communities we serve.

Safety Excellence Reliability Respect Integrity Responsibility

➤𝓗𝓸𝔀 𝓞𝓾𝓻 𝓒𝓾𝓼𝓽𝓸𝓶𝓮𝓻𝓼 𝓤𝓼𝓮 𝓟𝓻𝓸𝓹𝓪𝓷𝓮

●Home Heating ●Auto Fuels ●Crop Drying ●Forklift & mover fuels ●Household Appliances ●Orchards ●Gas Barbeque Grill ●Pool Heat ●Railroads

➤Orchard: Identify that this customer is an Orchard account by noticing the Apple icon on the customer's account.

➤Railroad: Identify that this customer is a Railroad account by noticing the Train icon on the customer's account.

➤Agricultural: Identify that this customer is an Agricultural/ Orchard account by noticing the Tractor icon on the customer's account.

𝐈𝐝𝐞𝐧𝐭𝐢𝐟𝐲𝐢𝐧𝐠 𝐀𝐜𝐜𝐨𝐮𝐧𝐭𝐬 𝐛𝐲 𝐈𝐜𝐨𝐧𝐬. ●Residential ●Railroad ●Commercial ●National Account ●Motor Fuel ●AmeriGas Cylinder Exchange (ACE) ●Crop ●Orchard ●Builder ●Hurricane ●Transport ●AmeriGas Consignment

𝓣𝓪𝓷𝓴 𝓪𝓷𝓭 𝓒𝔂𝓵𝓲𝓷𝓭𝓮𝓻 𝓓𝓮𝓵𝓲𝓿𝓮𝓻𝔂 𝓐𝓫𝓫𝓻𝓮𝓿𝓲𝓪𝓽𝓲𝓸𝓷𝓼

𝓑𝓛𝓚 ➤ (Bulk) Indicates the Customer has a bulk tank that is filled, and the Customer is billed by the gallon.

𝓑𝓖𝓛 ➤ (Spray fill by gallon) Indicates the Customer has cylinders that are Spray Filled, and the Customer is billed by the gallon.

𝓑𝓒𝓛 ➤ (Spray Fill by Cylinder) Indicates the Customer has cylinders that are Spray Filled, and the Customer is billed by the number of cylinders filled.

𝓒𝓔𝓧 ➤ (Cylinder Exchange) Indicates the customer has cylinders that are exchanged when empty and is charged for the number of cylinders exchanged.

𝓒𝓾𝓼𝓽𝓸𝓶𝓮𝓻 𝓙𝓸𝓾𝓻𝓷𝓮𝔂

➤ Inside Sales Center ➤ Service ➤ Delivery ➤ Business ➤ One Call Center Operations

𝓚𝓮𝔂 𝓡𝓸𝓵𝓮𝓼 𝓦𝓲𝓽𝓱𝓲𝓷 𝓒𝓾𝓼𝓽𝓸𝓶𝓮𝓻 𝓛𝓲𝓯𝓮𝓬𝔂𝓬𝓵𝓮

CES • Inside Sales • Business service • Customer Experience Advocate • Delivery Coordinator • Service Coordinator

Field Operations • Territory Manager • Assistant Territory Manager • Operations coordinator • Service Technician • Delivery Representative

𝓒𝓧𝓐 𝓡𝓸𝓵𝓮 𝓪𝓷𝓭 𝓡𝓮𝓼𝓹𝓸𝓷𝓼𝓲𝓫𝓲𝓵𝓲𝓽𝓲𝓮𝓼

Respond • Respond to and process all customer calls in a prompt and professional manner

Determine •Determine the probable nature of each call by listening carefully, researching customer records and asking questions for clarification

Communicate • Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer's understanding

Acknowledge and resolve • Acknowledge and resolve customer concerns; promptly escalate complaints when needed

Process • Process orders, forms, applications, requests, and payments accurately

Document • Keep records of customer interactions, transactions, comments and complaints by recording clear, complete and concise documentation in case management logs

𝓢𝓹𝓮𝓬𝓲𝓪𝓵𝓽𝔂 𝓣𝓮𝓪𝓶𝓼

➤ Vermont - Customers in the state of Vermont have specific rules, mandates and laws about how their accounts are handled. These customer are routed to a team specifically designated to handle the calls

➤LIHEAP - Low Income Heat and Energy Assistance Program. Local state, charitable and government agencies requesting service/deliveries for customers approved for resources outside of AmeriGas. These customer are routed to a team specifically designated to handle the calls

➤ Meters - Metered accounts have a wide range of processes requiring access to maintain the accounts functionality and accuracy

➤ Resolution - Works as a 1st escalation point for customers with immediate needs or complaints

➤ Emergency - 24/7/365 access to agents specifically trained to handle and dispatch emergency calls On hold

➤ Chat/Email - Addresses customer concerns raised through email and chat communication options

➤ Customer Advocacy - Handles escalation requests from Social Media, Letters, calls or emails to Executive Leadership, Better Business Bureau and Attorney General

𝓐𝓶𝓮𝓻𝓲𝓖𝓪𝓼 𝓣𝓮𝓻𝓶𝓲𝓷𝓸𝓵𝓸𝓰𝓲𝓮𝓼 𝓪𝓷𝓭 𝓐𝓬𝓻𝓸𝓷𝔂𝓶𝓼

At AmeriGas, we have a lot of terms and acronyms that you will want to become familiar with to help you better serve our customers and understand our business. We will be discussing these throughout the next few weeks of training.

Examples we have already covered are:

➤ ACE - AmeriGas Cylinder Exchange

➤ Cage - A cage is a unit that houses AmeriGas Cylinders at customer locations. Cages are different then the automated ACE vending machine kiosks.

𝓐𝓶𝓮𝓻𝓲𝓖𝓪𝓼 𝓐𝓭𝓿𝓪𝓷𝓽𝓪𝓰𝓮𝓼

24/7 One-Call Emergency Access to a Trained Employee ➤ Provides peace-of-mind knowing your system is safe. Security of knowing AmeriGas is always there. Automatic Delivery ➤ Convenient and worry-free way to ensure continual, uninterrupted gas flow. Online Account Management 24/7 self-service to view and pay bills, check delivery status, and eligible accounts can place delivery orders and avoid the will-call fee. Convenience Pay ➤ Monthly payment program designed to provide predictable year-round billing of your propane expenses. Flexible Payment Options On hold ➤ Places the timing of payments in the customer's hands. Guaranteed Price Programs Eliminates the worry and risk associated with market-based pricing and the uncertainty of winter prices.

𝓒𝓪𝓵𝓵 𝓗𝓪𝓷𝓭𝓵𝓲𝓷𝓰 Additional Safety Advantages

➤Visual Safety Inspections of tanks with every delivery ➤ Remote Shut-Off Devices on delivery vehicles ➤Twice Daily Vehicle Inspections ➤ Employees Trained exclusively in propane and propane systems per National Propane Gas Association standards ➤Strict compliance to all Federal, State, and local regulations ➤Sponsorship of website devoted exclusively to safety (propanesafety.com) ➤Drug testing and security background checks for all CDL licensed personnel ➤ Routine inspection and recertification of all tanks and cylinders Office of Pipeline Safety (OPS) systems compliance

Propane has no smell unless which of the following is added?

• Ethyl Mercaptan

The correct acronyms for the three delivery types.

• FCT, FXD, WLC