Service Behaviors | 12%
1.1 Always projected care, positivity, patience, willingness to assist, and friendliness.
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
2.2 Screens clear, up & ready to answer the call without delay & correctly captured call reason
2.3 Responded by providing a willingness to assist statement that included the elements of the call reason (apologized immediately for any stated AmeriGas errors/inconveniences)
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
2.5 Obtained and used the caller's name (attempted to avoid pronouns like M'AM & Sir)
Call Handling | 56%
3.1 Verified account name/ship-to address/cell #/ email with account owner/ authorized user

service behaviors
soft skills
-are behaviors, also known as "Interpersonal Skills" or "People Skills.”
-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.
-
hard skills
-needs more effort

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 messageways 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 38:30 you to respond appropriately.

barriers to effective communication
project an attitude 

first impression 
standard greeting
thank the caller
provide our brand name
provide your first name
offer a willingness to assist

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.

Responding Appropriately
-Show your willingness to assist
-Include the call reason in your response
-Apologize and Show Empathy when appropriate
Obtain Account Access Information
-IVR access
-Use either or method
-Account #, Phone #, Store #, or Delivery Address

Call Handling
Residential Account Verification
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.

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

basic CRM navigation account access



sold to (billing)- account number starts with 020 or 20