notes

Tank and Cylinder Delivery Abbreviations

CYLINDER EXCHANGE 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 Services ➤ One Call Center Operations

Key Roles Within Customer Lifecycle - CES INSIDE SALES BUSINESS SERVICES CUSTOMER EXPERIENCE ADVOCATE DELIVERY COORDINATOR SERVICE COORDINATOR

Key Roles Within Customer Lifecycle - 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 Acknowledge and resolve • Acknowledge and resolve customer concerns; promptly escalate complaints when needed Determine • Determine the probable nature of each call by listening carefully, researching customer records and asking questions for clarification Process • Process orders, forms, applications, requests, and payments accurately Communicate • Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer's understanding 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 Chat/Email - Addresses customer concerns raised through email and chat communication options Customer Advocacy - Handles Press Ctrl+Shift+ to unmute your microphone. al 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.

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 ES ➤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

Case Types and Sub Case Types Billing/AR •Billing Changes •Convenience Pay •Dunning/Collections •Fees and Rent •Incorrect Bill •Invoice Request •Payment Arrangements •Payment Inquiry •Refunds

Service •Call to Dig •Cancel Service Appt. •CO Detector •Fuel/Oil Spill •Gas Leak •Meters •Permitting •Request Service Appt.

Delivery •Cancel an Order •Delivery Method Change •Delivery Request •Modify an Order •Proof of Delivery •Transport Request

Account Administration •Autopay •Consumer Privacy Request •Contact Information •Online General Support •Preference Management •Site Information Change

Pricing •Community Codes •Contract •Discounts •GPP •Pricing Inquiry/Quote

Other General Support •Customer Site Question •District Site Questions •Fraud •Property Management •Special Project ••T and C

Discontinue Service •Final Bill •Moving •Retention Opportunity •Takeover - Final Bill

Complaint •Corporate Escalation •On-Site Complaint •Personnel Complaint •Property Damage

Non-Customer Call •[no sub-type] Vending •[no sub-type} LIHEAP •[no sub-type] Non-Customer Call •[no sub-type]

Account Notations What to Notate: Notes should clearly and completely explain the customer's situation, actions taken and outcome. When to Notate: Notes should be added during the call, or immediately after the call to ensure others are able to see the most current up-to-date customer interaction details.

Queue Processes All Cases either need to be resolved or added to the Appropriate Queue. When to Queue: If the case needs to be sent to another department because you can not finish the request, or an action is waiting to be completed. When to Resolve: If all work has been completed on the case, at the time of the call, resolve the case.

Creating a Case When clicking the New Case Button, the initial required fields need to be filled in before saving the case. These required fields will have a red asterisk* on them. Customer - Auto filled in by the system Case Type Case Sub-Type (When applicable) Called in by - Name of the person calling Best Contact Number - The caller's best contact number Reported By - Use the drop-down menu in the field to select the appropriate option Origin - Defaults to Phone Description - Short version of the call reason Though not marked with a RED asterisk*, Best Contact Number and Reported By ARE REQUIRED fields in the Case Summary tab.

Sold-To vs Ship-To Sold-To: This is the customers billing address and can be different than the delivery / Ship-To address. The Sold-To of a customers account always starts with a 2. Ship-To: This is the customers delivery or service address and can be different than the billing/ Sold-To address. The Ship-To of a customers account always starts with a 1.

CView Notes Button All notes should go into the Notes and Activities tab of CRM. However, sometimes you may need to view or create a note on the customer's CView account. Some notes are visible to field employees and our customers to communicate account specific information. Do Not delete notes from the customer's account!

Call Handling Residential Account Verification ( either scenario )

1. Ask the caller for the first and last name and delivery address on the account
2. Ask the caller for their cellphone number and email address
3. Confirm you are speaking to the account holder/authorized user Call Handling

Commercial Account Verification

1. Ask the caller for the name and delivery/service address on the account.
2. Ask the caller for their telephone number. *Most employees working in a commercial location may not have access to the company email. Email address verification is not a requirement for commercial accounts

LATE DELIVERIES- WE UNDERSTAND THAT HAVING THE PROPANE DELIVERED IN TIME IS VERY CRUCIAL AND WE WOULD BE INVESTIGATING THE CAUSE OF DELAY FOR MEAN TIME LET ME APPOLOGISE FOR THE INCONVINIENCE AND REST ASSURED THAT THIS CONCERN OF YOURS WOULD BE ONE OF OUR TOP PRIORITIES

DISTRICT NOT OFFERING EXPEDITED DELIVERY - EXPADITE DELIVERY AS OF THE MOMENT IS BEING HANDLED BY OUR DISTRICT SERVICES AND WE KNOW THAT YOU WISH TO HAVE IT DELIVERED IN THE QUICKEST AMOUNT OF TIME IS IMPORTANT HOWEVER THE DELIVERY LEAD TIME DEPENDS ON THE AVAILABLE OF THEIR FACILITY REST ASSURED THAT ORDER IS IN OUR SYSTEM AND THAT WOULD BE DELIVER ASAP

FEE FOR EXPEDITED/ EMERGENCY DELIVERY 300/200 - FOR LOW AS 200/300 WE CAN HAVE IT DELIVERED IN YOUR PLACE WITHIN THE NECT 24/48 HRS THAT WAY YOU DONT HAVE TO WORRY ABOUT RUNNING OUT OF PROPANE ALSO IN THE FUTURE IF YOU WISH TO SWITCH TO AUTOMATIC DELIVERY THE WILL CALL FEE OF 8.99 WOULD BE WAIVE AND REST ASSURED THAT WE WILL MONITOR YOUR TANK IN TIME BEFORE IT GET LOW

NO ROUTE DATE - YOUR ORDER IS IN OUR SYSTEM HOWEVER THERE HASNT BEEN ANY UPDATE FROM OUR DELIVERY TEAM WHEN WOUILD IT BE DELIVERED OUR STANDARD TIME IS WITHIN 7 DAYS AND IF THERE WOULDNT BE ANY SERIOUS CAUSE OF DELAY YOU CAN EXPECT IT TO ARRIVE WITHIN 7 DAYS.

BLOCKED DELIVERY DUE TO DUNNING LEVEL - LOCKIN AT YOUR ACC WE FOUND OUT THAT THERE HAD BEEN SOME BALANCES THAT NEEDS TO BE RESOLVED IN ORDER TO HAVE YOUR ORDER REQUEST ACCEPTED IF WE CAN SETTLE IT RIGHT NOW I CAN DEFINITELY PLACE AN ORDER FOR YOUAND HAVE IT DELIVERED IN THE NEXT FOLLOWING DAYS IF YOU WISH TO PROCEED I CAN DISSCUSS SOME OF OUR PLANS THAT WOULD BEST FIT YOUR BUDGET

ACC BALANCE RECURRING LATE FEE AND CUSTOMER IS NOT AWARE- BY ANY CHANCE DID YOU UPDATE YOUR CUSTOMER INFO. IN OUR SYSTEM? AS WE CAN SEE HERE ON OUR RECORD THERE HAD BEEN SOME LATE FEES THAT YOU MAY NOT BE AWARE OF FOR US TO PROCEED WITH YOUR ORDER WE WOULD NEED TO SETTLE THE BALANCE 1ST BEFORE WE CAN PLACE YOUR ORDER WOULD YOU LIKE TO HERE OUR PAYMENT PLANS THAT WOULD FIT YOUR BUDGET

AUTOPAY NOT UPDATED AND CUSTOMER GETTING LATE FEE AND CHARGES WOTHOUT THEIR KNOWLEDGE - BY ANY CHANCE DID YOU UPDATE YOUR CREDIT CARD INFO IN OUR SYSTEM APPARENTLY THERE HAD BEEN SOME ISSUE WITH THE INFO

PAYMENT OF NOT AUTHORIZED PERSON BUT WANT TO PAY - I DO APPOLOGIZE THAT YOURE NAME IS ON THE LEAST BUT WE CAN DO THE PAYMENT PROCESS. HOW MUCH YOU WANT TO PAY?

MY WORK LINK DESCRIPTION Dashboards Displays different Items such as Active Cases Account Search Search for customer accounts Activities Displays activities which can be filtered and sorted Action Items Displays action Items which can be filtered and sorted My Internal Notes Mailbox for important notes

SERVICE LINK DESCRIPTION CASES Listing of all customer cases QUEUES Department specific collection of cases (to pass cases here, add to que

Sold-To vs Ship-To When creating a case, consider if it should be on the account (Sold-To) or the physical delivery location (Ship-To) Appropriate Case Types by Sold-To and Ship-To

BILLING/AR ACCOUNT ADAMIN COMPLAINT PRICING DISC. SERVICE LIHEAP GENERAL

Search by Sold-To ( 020, 200 ) After selecting the magnifying glass of the Sold-To, it will take you to the Sold-To Account Record.

Search by Ship-To ( 010, 100 ) After selecting the magnifying glass of the Ship-To, it will take you to the Ship-To Account Record.

Call Handling - Accessing the Account Verify Authorized Users It is always important to verify who you are speaking with to protect the privacy of the account holder and any designated authorized users. Do not provide account information until the caller is verified. ➤ Do not read out the Name on the account ➤ Do not read out the Address on the account ➤ After confirming Account Name and Address, we can read out the telephone number and email

Call Handling What can an Authorized User Do? ➤ Place orders for delivery ➤ Request service ➤ Inquire about invoices ➤ Make payments* ➤ Authorized users do not have access to close a customer's account, with the one exception of an executor of an estate/representative designation or power of attorney status in the event of an account holder's death.

*Payments on an account can be accepted by authorized and non-authorized users.

Account Record vs. CRM Case ➤The Account Record will display the customer's name. ➤The Case will display the customer's name, case type, and the date the case was created.

Case Tabs and Functions CRM Case Tabs and Functions either change, appear, or are available according to the Case type chosen. Some tabs require specific actions that are also case type specific. ➤Summary ➤Critical Notes ➤Account Admin ➤Business Services ➤Notes & Activities ➤Jurisdiction Requirements ➤Action Items

Navigation Bar - Part 1 The Navigation Bar includes tabs that are visible in each CRM case

➤Save and close: This will save the case and close out of the screen. ➤Save: This willsave thecase and case will remain open ➤Close: This will exit this case ➤Refresh: This will refresh the case ➤New: This will create a new case ➤Applications: These are the applications available for additional customer support ➤Create Email: This will create an email to send to the customer from inside the case ➤Queue Item Details: This is used to view the case disposition ➤Add To Queue: When required used to add the case to the correct Queuefor someoneelse to continue Create Child ➤Case: Used by other Departments working the case ➤Lock Case: Used by our ECC Team ➤Save and Route: Used by other Departments ➤Email a Link: Used by other Departments

SAP Customer Overview (CView) SAP CView is accessed from the Applications dropdown in CRM and is an overview of the customer's account.

Payment Terms Overview AmeriGas provides credit terms and limits to both residential and commerci customers. APIA Pay In Advance/ Payable Immediately A001 Due within 1 Day: AutoPay required for this pay term A030 Due within 30 Days: Residential and Commercial Accounts A045 Due within 45 Days: Commercial Accounts with Credit Department Approval Only A060 Due within 60 Days: Commercial Accounts with Credit Department Approval Only A090 Due within 90 Days: Large Commercial and Agricultural Accounts with Credit Department Approv Only ABPY - account budget payment Due on the 30th of each month: Convenience Pay Contract Required

Dunning Level AmeriGas has a collection process for when customers do not pay invoices on time. This includes: ➤ An Automated Dunning System in SAP ➤ Phone calls to customers from third-party collection agencies ➤ Imposing delivery restrictions or order blocks on customers via system automation and manual entries ➤ Sending collection letters to customers via third-party collection agencies

De-escalation The H.E.A.T. Technique is a tried-and-true method for calming emotions and de-escalating "heated" situations. Today's training will keep the heat at a lower level!

Hear - the customer without interruption and capture key points Help - ensure the customer understands you are there to help them Empathize - once the customer has finished speaking to show that you care Explain - your plan to assist and resolve their issue Apologize - when appropriate, such as a service failure or missed callback Assure - the customer it is our goal to provide the excellent service they expect and deserve. Take Ownership - and let the customer know you will handle the concern to completion, always attempt to de-escalate an issue before having to escalate Thank - them for being a valued AmeriGas customer +

Add Authorized User

1. Pull up the account and click the magnifying glass
2. Under Sold To; scroll down at the Related Contacts
3. Click the ellipsis button
4. Choose New Account Contact
5. Add the name under Contact
6. Click Add New Contact and Fill in the required fields
7. Hit Save & Close
8. Create a case under Sold To
9. Case Type: Account Administration
10. Case Sub Type: Contact Information
11. Who called in by:
12. Add description
13. Save
14. Add Notes & Activities
15. Resolve Case
16. Close

Add c/o on the Account

1. Pull up the account and click the plus sign
2. Create a case under Sold To
3. Case Type: Account Administration
4. Case Sub Type: Site Information Change
5. Who called in by:
6. Add description
7. Save
8. Load SAP
9. Click on Sold To #
10. Click Menu
11. Choose Customer
12. Hit Display
13. Add c/o plus the name beside the account name
14. Savea
15. Add Notes & Activities
16. Resolve Case
17. Close

Military Discount

1. Pull up the account and click the plus sign
2. Create a case under Sold To
3. Case Type: Pricing
4. Case Sub Type: Discount
5. Who called in by:
6. Add description
7. Save
8. Go to Cview Pricing Tile to check if customer has an existing discount (proceed if none
9. Go back to CRM Pricing Tab
10. Fill in field for Discount Type: Military
11. Fill in field for year of Service: Year when they joined the service
12. Follow call script
13. Click Applications Tab in CRM
14. Select Business Services
15. Logon the Service Now using your AmeriGas Production ID
16. Fill in the applicable fields
17. Submit
18. Copy RITM No
19. Under Summary Tab in CRM go to Flags > paste RITM No to the Service Now Ticket
20. Add Notes & Activities
21. Add to Business Services Queue
22. Save & Close

Agnès Pegurri, Global Performance System & Corporate Learning Director, Sitel Group Jonathan Banman, Program Manager, Corporate Learning & Development, Sitel Group Reid Houser, Privacy Officer, Sitel Group We would also like to thank Learning Tribes Tatiana Loza, Project Manager Lynelle Hofman, Instructional Designer

In addition to personal information, Sensitive Personal Information (SPI) is a special category of personal information that is treated differently under some privacy laws.

Processing of sensitive personal information requires special clearance and a higher level of security than the personal information category as defined in various privacy laws.

Developing privacy policies to ensure that personal information is being collected, stored, used and deleted in appropriate ways. Training those who collect, access/view and use personal information. Monitoring how personal information is used, stored and destroyed. Ensuring data owners know their rights. Working to prevent data breaches. Identifying and minimizing risks, and if a data breach occurs, minimizing the damage.

Cross-border transfers of personal information involve complicated compliance issues that may implicate more than one nation’s privacy laws.

If you are involved in any business operation that may involve any cross-border transfer of personal information, first consult with the Privacy Team to identify the proper processes and protections to ensure compliance with the law.

An example of cross border transfer: A call center agent in the Philippines takes a call and captures personal information which is stored on a server in Belgium.

Knowing the country where the data is coming from and where it is going to will help identify the laws that govern the data movement, processing, access, and storage.