os4541t77 + Education01 + 36


USER NAME: os4541t77@amerigas.com
PASSWORD: Education01

Unified Service Desk
- Click 365
- Click 1st and the 2nd box
- Scroll the mouse until you reach the last word then click it
- Click Log in

Next step
- Login again using the same username and password that you use to log in on Remote Deskstop

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Sample Account; 

203999699 - KATRINA PAYEA

203999799 - TARYN OMORROW

203999899 - REBECCA BECKER

203999999 - 	DOUGLAS METCALF

204000099 - CALVIN DEALMEIDA

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Dashboards 

- First Box - Active Cases
- My resolve Cases
- My drafs
- My activities

Tier 1 Dashboard
- 

Account Search - Is the main tab

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Case Type; Delivery
Case Sub-Type; Delivery Methods, Cancel Order

==================================== CALL

Practice Call

Thank you for calling AmeriGas, this is Lorry. How may I help you today?


Alright, just to confirm you called because you want to know the status of your order, I am correct?

Okay, I can help you with that, but before we proceed. May I know who I'm speaking with? So I can addressed you properly.

=====

Thank you for that information, 


===================================== CALL

AmeriGuide

AmeriGuide What is it?

The AmeriGuide is a centralized knowledge tool that gives employees quick access to current processes and procedures to help provide support to our customers.

===========

Call Handling

Residential Account Verification

Ask the caller for the first and last name and delivery address on the account
Ask the caller for their cellphone number and email address
Confirm you are speaking to the account holder/authorized user
Verification and Confirmation

Call Handling

Commercial Account Verification

Ask the name of the caller
Ask the caller for the name and delivery/service address on the account.
Ask the caller for their active 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.

SOLD TO START - 201- ALL ABOUT MONEY ALL ABOUT BILL SHIP TO START - 101 - ALL ABOUT DELIVERY/ SERVICE

======================================================== CALL HANDLING/ SAMPLE LINE

THANK YOU FOR CALLING AMERIGAS. THIS IS , HOW MAY I ASSIST YOU TODAY?

SINCE YOU GOT ME ON THE LINE.

NO WORRIES IM HAPPY TO ASSIST YOU WITH YOUR CONCERN

(WILL, THANK YOU SO MUCH I WILL HAPPY TO CHECK)

OKAY, THANK YOU FOR PROVIDING THE ACCOUNT NUMBER

MAY I KNOW YOUR SERVICE ADDRESS, DOWN TO THE ZIP CODE

MAY KNOW EITHER UR ACC NO, OR ACTIVE PHONE NUMBER PLS.

THANK YOU FOR THAT INFORMATION, MAY I KNOW YOUR FIRST AND LAST NAME

HELP ME VERIFY YOUR SERVICE ADDRESS DOWN TO THE ZIPCODE.

AND ALSO PLEASE THE NAME ON THE ACC.

NOW PLEASE PROVIDE YOUR BEST AND ACTIVE PHONE NUMBER.

NOW LET ME CHECK THE STATUS OF YOUR DELIVERY.

========================================================

(COMMERCIAL CALL HANDLING)

THANK YOU FOR CALLING AMERIGAS. THIS IS LORRY, HOW CAN I ASSIST YOU TODAY?

ALRIGHT, JUST TO CONFIRM YOU CALLED BECAUSE (CONCERN)

SINCE YOU GOT ME HERE ON THE LINE. I AM MORE THAN HAPPY TO HELP YOU WITH THAT. BUT FIRST MAY I KNOW EITHER THE ACCOUNT NO. OR THE ACTIVE PHONE NUMBER, PLEASE?

THANK YOU FOR THAT INFORMATION, AND ALSO MAY I KNOW YOUR FIRST NAME AND LAST NAME ? SO I BE ABLE TO ADDRESSED YOU PROPERLY.

OKAY, THANK YOU FOR THAT, IS IT OKAY IF I CALL YOU BY YOUR FIRST NAME?

ALRIGHT THANK YOU. (CUSTOMER'S NAME). NOW HELP ME VERIFY THE SERVICE ADDRESS DOWN TO THE ZIPCODE.

(AND ALSO, PLEASE PROVIDE THE NAME OF THE ACCOUNT)

THANK YOU FOR PROVIDING ALL THAT INFORMATION, THAT I NEED.

NOW LET ME CHECK ALL MY RESOURCES, FOR YOU SO I BE ABLE TO PROVIDE ALL THE NECCESARY INFORMATION THAT YOU NEED.

MAY I HOLD THIS LINE FOR ABOUT, 2-3 MINUTES? I'LL BE BACK TO YOU WITH UPDATE. IS IT OKAY?

ALRIGHT, THANK YOU. STAY ON THE LINE PLEASE.

========================================================

(RESIDENTIAL CALL HANDLING)

THANK YOU FOR CALLING AMERIGAS. THIS IS LORRY, HOW CAN I ASSIST YOU TODAY?

ALRIGHT, JUST TO CONFIRM YOU CALLED BECAUSE (CONCERN)

SINCE YOU GOT ME HERE ON THE LINE. I AM MORE THAN HAPPY TO HELP YOU WITH THAT. BUT FIRST MAY I KNOW EITHER THE ACCOUNT NO. OR THE ACTIVE PHONE NUMBER, PLEASE?