•Propane has no smell •Colorless, odorless, and tasteless •Odorant is added PROPANE AS A LIQUID • Boiling point at -44° F • To stay as a liquid, it needs to be stored under pressure • Propane is lighter than water PROPANE AS VAPOR • Propane vapor is 1½ times heavier than air • It settles into low- lying areas • 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 •Underground Storage •U.S. Petroleum Refineries •Canadian Imports •Over 250 Domestic & International Sources of Propane •Other Imports •Above Ground Storage •Primary & Secondary Storage •Underground •Rail •Transport •PTI •Pipeline •Residential •PROPANE •Agriculture •Commercial/ Industrial OUR COMMITMENT TO SAFETY • 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# Cylinder • Vending machines • Grills • Patio Heaters • Portable cookers • Fire pits railroad propane usage- to heat up rail ways yellow fuel line- track switch heater- propane tank- Tanks & Stationary Cylinders 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 to side or 10 ft. 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? Over 1 Billion retail gallons sold per year 1.7 Million Customers Founded in 1959 We are the nation's largest retail propane distributor 30th largest fleet in America with over 8,600 total vehicles. 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>respect>integrity>responsibility>reliability>excellence HOW OUR COSTUMER USE PROPANE? Home heating auto fuels crop drying forklift and mover RAILROAD/AGRICULTURE/ORCHARD 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 Identifying Accounts by Icons Residential- HOME Railroad- Commercial AL Motor Fuel AmeriGas Cylinder Exchange (ACE)- GAS TANK National Account- DOLLAR SIGN Crop Orchard- APPLE Builder Hurricane- RAIN WITH UMBRELLA Transport AmeriGas Consignment- GREEN DIAMOND 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 Service ➤ One call Center Operations Key Roles within customer lifecycle-CES ➤ inside sales ➤ business service Key Roles Within Customer Lifecycle - TERRITORY MANAGER ASSISTANT TERRITORY MANAGER 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 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