DAY 2 · Offline Notepad

1000 GALLON

for the service valve righty tightly, lefty loosely

ASME Aboveground Tank Features FLOAT GAUGE FILLER VALVE SERVICE VALVE NOTICE FIXED MAXIMUM LIQUID LEVEL GAUGE Typical gauges on an aboveground tank. Pressure relief and liquid withdrawal valves not shown.

TANK GAUGES Shut Off Valve Tank Gauge

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.

they need to pay for the rental

STATIONARY CY\LINDERS 100 cylinders holds 24 gallons of propane 420 cylinders holds 99.6 gallons of propane

MOTOR FUEL CYLINDER is also called 33 POUNDS/ 33#

METER CUSTOMER meters used by the customer they receive a bill they have a reading every month

single meter customer , this meter is for single, one meter for house multimeter, one meter for room. its like in the apartment.

BULK PROPANE DELIVERY TRUCKS

for our delivery trucks we call them BOB TAILS. 2800 usually use in province like ohayo, carolina, 3000 located near the highways, roads

CYLINDER DELIVERY TRUCKS use to deliver cylinder tanks like grill tanks, patio heaters used to deliver propane for motor fuel cylinders

SERVICE TRUCKS

we only servicing tank alone!

pipe line,

PROPANE TERMINAL / PROPANE STORAGE where we can get our storage 30,000 gallon plus the propane underground

DISTRICT STORAGE LOCATION, going to the district storage

DISPENSER PUMP STATIOPNS

RAILROAD PROPANE USAGE ( NATIONAL ACCOUNT) PROVIDE A NUMBER THE SEPARATE WE CAN WE HAVE A PARTNER RAIL ROAD WE DO NOT HANDLE THEM. WE PROVIDE A NUMBER QWWE DO NOT TRANSFER

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.

AMERIGAS IS THE LARGEST RETAIL PROPANE DISTRIBUTOR (30th largest fleet in America with over 8,600 total vehicles).

AMERIGAS CORE VALUES

safety respect integrity responsibility reliability excellence

Propane is a safe, efficient and environmentally friendly energy source when properly stored, transported, handled and used, and that’s why AmeriGas places so much emphasis on safety.

HOW OUR CUSTOMER USE PROPANE Home Heating Auto Fuels Crop Drying Forklift & mover fuels Household Appliances Orchards Gas Barbeque Grill Pool Heat Railroads

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 account. 8885289475

for the service valve righty tightly, lefty loosely

TANK GAUGES Shut Off Valve Tank Gauge

they need to pay for the rental

STATIONARY CY\LINDERS 100 cylinders holds 24 gallons of propane 420 cylinders holds 99.6 gallons of propane

MOTOR FUEL CYLINDER is also called 33 POUNDS/ 33#

METER CUSTOMER meters used by the customer they receive a bill they have a reading every month

single meter customer , this meter is for single, one meter for house multimeter, one meter for room. its like in the apartment.

BULK PROPANE DELIVERY TRUCKS

for our delivery trucks we call them BOB TAILS. 2800 usually use in province like ohayo, Carolina, 3000 located near the highways, roads

CYLINDER DELIVERY TRUCKS use to deliver cylinder tanks like grill tanks, patio heaters used to deliver propane for motor fuel cylinders

SERVICE TRUCKS

we only servicing tank alone!

pipe line,

PROPANE TERMINAL / PROPANE STORAGE where we can get our storage 30,000 gallon plus the propane underground

DISTRICT STORAGE LOCATION, going to the district storage

DISPENSER PUMP STATIOPNS

RAILROAD PROPANE USAGE ( NATIONAL ACCOUNT) PROVIDE A NUMBER THE SEPARATE WE CAN WE HAVE A PARTNER RAIL ROAD WE DO NOT HANDLE THEM. WE PROVIDE A NUMBER QWWE DO NOT TRANSFER

AMERIGAS IS THE LARGEST RETAIL PROPANE DISTRIBUTOR (30th largest fleet in America with over 8,600 total vehicles).

AMERIGAS CORE VALUES

safety respect integrity responsibility reliability excellence

Propane is a safe, efficient and environmentally friendly energy source when properly stored, transported, handled and used, and that’s why AmeriGas places so much emphasis on safety.

HOW OUR CUSTOMER USE PROPANE Home Heating Auto Fuels Crop Drying Forklift & mover fuels Household Appliances Orchards Gas Barbeque Grill Pool Heat Railroads

NATIONAL ACCOUNTS 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 account.

Identifying Accounts by Icons Residential Commercial National Account AL Motor Fuel AmeriGas Cylinder Exchange (ACE) Railroad Orchard Builder Hurricane Crop 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 Services One Call Center Operations

CHARLOTTE CALIFORNIA CLEVLAND OHIO

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

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

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

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 escalation requests from Social Media, Letters, calls or emails to Executive Leadership, Better Business Bureau and Attorney General

AMERIGS 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 ➤ 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

CUSTOMER EXPERIENCE ADVOCATE (CXA) QUALITY SCORE CARD

1.1 Always projected care, positivity, patience, willingness to assist, and friendliness. Outstanding/Above Fffective Needs Improv/Unacceptable 12% 10% 0 First Impression | 18%

2.1 Delivered a welcoming, pleasant greeting with good tone & pace that included thanking the caller, providing our brand name, your name, and a willingness to assist statement Outstanding/Above Fffective Needs Improv/Unacceptable 3% 2% 0 2.2 Screens clear, up & ready to answer the call without delay & correctly captured call reason Outstanding/Above Fffective Needs Improv/Unacceptable 3% 2% 2.3 Responded by providing a willingness to assist statement that included the elements of call reason (apologized immediately for any stated AmeriGas errors/inconveniences) the Outstanding/Above Fffective Needs Improv/Unacceptable 5% 4% 0 2.4 Obtained account access information using the either-or approach that included the account number and other acct. access source like phone #/address/customer name

Outstanding/Above Fffective Needs Improv/Unacceptable

2%
1% 0 2.5 Obtained and used the caller's name (attempted to avoid pronouns like M'AM & Sir) Outstanding/Above Fffective Needs Improv/Unacceptable 5% 4% 0

Call Handling | 56% 3.1 Verified account name/ship-to address/cell #/ email with account owner/authorized user Outstanding/Above Fffective Needs Improv/Unacceptable 12% 10% 0

THANK YOU FOR GETTING THIS TIME TO CONTACT ME, SINCE YOU GOT ME ON ILL BE MORE HAPPY TO HELP YOU TO YOUR CONCERN.

MAY I / CAN I GET EITHER UR PHONE NUMBER OR ACC NUMBER THEN ASK FOR THE NAME.

ILL BE MORE HAPPY TO HELP YOU.

Soft Skills ➤ Soft Skills are behaviors, also known as “Interpersonal Skills” or “People Skills." ➤ Soft skills are more important over the long term than hard skills. Your positive tone and attitude, your communication and listening skills, your willingness to help and project care, and the ability to own the customer's experience are soft skills.

Listening Best Practices 1.1. Pay attention. 2.Give the speaker your undivided attention and acknowledge the message. Recognize that what is "not said" also speaks loudly. 1.2. Show that you are listening. 2.Convey your attention. Provide indicators that you are following, like "uh huh." 3. Provide feedback. Based on the conversation, it might be appropriate to show empathy, apologize or get clarity on what was said. Reflect information given (paraphrase) 4. Don't interrupt. It frustrates the speaker and limits full understanding of the message. Always allow the speaker the opportunity to express their information fully. This soft skill is especially important to allow emotional customers to let off some steam. 5. Respond appropriately. An appropriate response to what was said might be an empathetic statement, an apology, or even a laugh! Active listening, avoiding distractions, and care for the caller's situation allows you to respond appropriately.

First Impression Prepared and Ready Be ready to capture all information provided so that the customer does not have to repeat themselves. ➤ After you have given your first impression, the customer will share the reason for the call. They may also include their name, address, or account number. This may require the use of a system notepad or a writing pad. CRM Screens should be clear of the last calls data and be up and ready to capture the incoming information. ➤ Being prepared and ready for the call demonstrates professionalism and care.

"I'm happy to assist you with making a payment. First, may I have your account number or delivery address so I can review your account?"

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

Call Handling Commercial Account Verification

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

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.

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