!! ALWAYS SMILE !!
Opening Spiel
         ~ Thank you for calling AmeriGas! I'm Kyle, how 
            can I help?

**********************************************

** PARAPHRASING/EMPATHY/OWNERSHIP **
         ~   - Acknowledgement - "I understand..."
              - Empathy/Ownership - "I am very..."
              - Reassurance/Sense of Urgency - "Rest assured 
                 that your concern will be solved."
---------------------------------------------------------------------
               BUT BEFORE WE START, CAN I HAVE 
               YOUR EITHER ACCOUNT OR PHONE 
               NUMBER THAT YOU HAVE IN YOUR 
               ACCOUNT? 
---------------------------------------------------------------------

!! ALWAYS SMILE !!           
          While pulling up your account, may I ask if how's 
          your day? Great!

          I hope I can make your day even better! So back to 
          your concern, since I've already pulled up your 
          account. We are gonna do a quick verification. Is 
          that okay to you? 

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QUICK VERIFICATION
 --------------------------------------------------------------------         
 RESIDENTIAL !!!!!
1. First and Last name - AWESOME
2. Complete updated address down to zip code - GREAT
3. (also) Updated Email address - @aol.com - hmmm
4. Best active Phone Number - AWESOME
5. Am I speaking with the account holder? - ALRIGHT
 
!! ALWAYS SMILE !!
** Closing Spiel **
Okay! (CX's Name), Thank you for your help for a quick verification. Just bear with me while I'm checking your account..

=========================================          
COMMERCIAL !!!!!!
1. First and Last name - AWESOME
2. Complete delivery service address - GREAT 
3. The name on the account - ALRIGHT
4. Best active Phone Number - Great
5. Active company email address - AWESOME

!! ALWAYS SMILE !!
** Closing Spiel **
Okay! (CX's Name), Thank you for your help for a quick verification. Just bear with me while checking your account
         










5 RESOLUTION
             ~ Upon checking your account,       

OFFER ASSISTANCE

RECALL 
        ~ Just a short recap, you called in because.....

            !!RECOMMENDATION!!
                 ~       Just o add! u can take advantage of visiting our 
                          website www.amerigas.com thru online 
                          where you can check your account status 
                          or if you have other questions. 

SATISFACTION QUESTIONS
         ~      (CX's NAME), was I able to 
                answer your concern/s today?

CLOSING SPIEL
         ~      Alright! (CX's name), thank you for being a 
                 valued AmeriGas customer! Don't hesitate to 
                 call us if you have additional questions or 
                 concern. Again, my name is Kyle. Have a 
                 great day!