We are dedicated to the safety of our employees, customers and the general public, and full compliance with applicable statutes, regulations and ordinances. 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 Obtain and use the caller's name Listen for how they introduce themselves and use that reference Avoid ma'am and sir, Mr., Ms., or Mrs. Avoid terms of endearment ##Residential Account Verification Either or approach 1. confirm the caller for the first and last name and delivery address on the account 2. confirm the caller for their cellphone number and email address 3. Confirm you are speaking to the account holder/authorized user confirming about the provided information of the customer "I'm happy to assist you with making a payment. First, may have your account number or delivery address so I can review your account?" * sure ill be more than happy to process a payment * Mr. Doctor (last name) would that be fine to call you -first name---- ```## Commercial Account Verification 1. Ask the caller for the name and delivery/service address on the account. ** verify the whole information COMPANY ACCOUNT NUMBER/either the phone number Name of the caller/full name * complete delivery address down to your zip code *May i please know the Associated with the account(position in the company) @@@@ sure, ill be more than happy to place an order for you may i please have your ********* provide best contact number 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 Accessing CRM Homepage/Dashboard To access CRM, use the Microsoft Dynamics Unified Service Desk shortcut the CRM Homepage which will launch - Dynamics 365 *concern-cases ---IVR--- sold to 1 for billing/ money / account number 20 or 020 ship to 1 for service and the delivery address, where the tanks is located , where we are delivering the propane 010 or 10 Account with multiple tanks, 1 sold-to-multiple ship to ## Initial Account Access Once the account has been found select the magnifying glass to view the customer's account. ACCOUNT SEARCH RESULTS Account Search - Active Accounts magnifying glass- authorized person is the caller - under related contacts Sold-To vs Ship-To When creating a case, consider if it should be on the account (Sold-To) or the physical delivery location (Ship-To) appropriate Case Types by Sold-To and Ship-To Call Handling - Accessing the Account == Verify Authorized Users It is always important to verify who you are speaking with to protect the privacy of the account holder and any designated authorized users. Do not provide account information until the caller is verified. ➤Do not read out the Name on the account ➤ Do not read out the Address on the account ➤After confirming Account Name and Address, we can read out the telephone number and email ==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. Case Type Billing/AR Service Delivery Account Administration Pricing •Community Codes •Contract Billing Changes Convenience Pay Dunning/Collections Fees and Rent Incorrect Bill Invoice Request Payment Arrangements •Payment Inquiry •Refunds •Call to Dig Cancel Service Appt. •CO Detector •Fuel/Oil Spill •Gas Leak •Cancel an Order •Delivery Method Change •Delivery Request •Modify an Order •Proof of Delivery •Transport Request •Autopay •Consumer Privacy Request •Contact Information •Online General Support •Preference Management Site Information Change •Discounts •GPP Pricing Inquiry/Quote •Meters •Permitting •Request Service Appt. Other General Support •Customer Site Question •District Site Questions •Fraud •Property Management •Special Project •T and C Discontinue Service Complaint Non-Customer Call Vending LIHEAP Non-Customer Call •Final Bill •[no sub-type] •Customer Site Question •District Site Questions •Fraud ⚫Moving •Retention Opportunity ⚫Takeover - Final Bill •Corporate Escalation •On-Site Complaint •Personnel Complaint •Property Damage ** ** Payment and Balance Inquiry calls - Do Not Require a CRM case* Account Notations What to Notate: Notes should clearly and completely explain the customer's situation, actions taken and outcome. When to Notate: Notes should be added during the call, or immediately after the call to ensure others are able to see the most current up-to-date customer interaction details. Queue Processes All Cases either need to be resolved or added to the Appropriate Queue. When to Queue: If the case needs to be sent to another department because you can not finish the request, or an action is waiting to be completed. When to Resolve: If all work has been completed on the case, at the time of the call, resolve the case. Creating a Case When clicking the New Case Button, the initial required elds need to be filled in before saving the case. These equired fields will have a red asterisk* on them. - Customer - Auto filled in by the system Case Type Case Sub-Type (When applicable) - Called in by - Name of the person calling Best Contact Number - The caller's best contact number Reported By - Use the drop-down menu in the field to select the appropriate option - Origin - Defaults to Phone Description - Short version of the call reason hough not marked with a RED asterisk*, Best Contact Number and Reported By ARE EQUIRED fields in the Case Summary tab. Locating Duplicate Case The Duplicate records found will pop-up when a CRM case is saved. If the duplicate case is related to the call reason, use the existing CRM case. If the case is not pertaining to the call reason, select Ignore and Save, and continue creating the new case. account administration under sold to preference management- promotions notification **application on the sub tool - SAP DAY 3 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. SAP CView is accessed from the Applications dropdown in CRM and is an overview of the customer's account. *Account Identifiers *Sold-To *Email Address if one on file *Preference Management-enable *Ship-To *Plant location customer belongs to *Does the customer have an online account with us Y or N\ *Information Icon *Notes-account alert notation , permanent Sold-To vs Ship-To Sold-To: This is the customers billing address and can be different than the delivery / Ship-To address. The Sold-To of a customers account always starts with a 2. Ship-To: This is the customers delivery or service address and can be different than the billing/ Sold-To address. The Ship-To of a customers account always starts with a 1. CView Notes Button All notes should go into the Notes and Activities tab of CRM. However, sometimes you may need to view or create a note on the customer's CView account. Some notes are visible to field employees and our customers to communicate account specific information. Do Not delete notes from the customer's account! ACCL-Account Alerts CRNU-Customer Release # DDIR-Driving Directions FBFW-FB Forwarding Address IMSG-Invoice Message to Customer PDIN-DIN Permanent Delivery Instructions PONU-Customer PO # SITE-Meter/Tank Location Site CView Bottom Section - invoices Delivery Method Equipment pricing Account Types - Priority Customers Priority Customers are identified with a purple circle with a white star inside. We never tell a customer that they are a priority customer this is internal information only. Landlord Accounts ➤Landlord accounts are set up as a separate account from the Tenants. ➤In most cases, but not always, the Tenant pays for their propane while the Landlord will pay for the tank rent and any maintenance needed. ➤When there is no Tenant on the property, the Ship-To number with the equipment will be moved back to the Landlord's account until a new Tenant moves in. When you search the address, you can see the account name as Tank on Location and the Sold-To number says TOL_XXXX (plant number). ➤ If the new owner has questions about the equipment on site, you can see this information in the equipment tile. ➤ The Pricing and Delivery Method tiles will not show information because the tank is not connected to a customer. DAY 4 Customer Experience Advocate( CXA) Call Handling Alert of Dead Air, Placing On-Hold and Transferring =Correctly handling dead air, placing callers on hold, and transferring correctly are also soft skills. The two main reasons to place a caller on hold are to obtain information or to transfer the call to another employee. =Customers should always be alerted of upcoming dead air prior to the occurrence. Dead air periods provide a great opportunity to share AmeriGas Advantages. =Most people do not mind holding for information to assist with their call reason as long they are made aware prior to it occurring. Call Handling - Warm Transfer `==Explain to the caller why you are transferring them. `==Gain permission to place the caller on hold, to see if the other employee is available. `==Check to ensure that the next employee can handle the call. `==1) Update the employee about the caller's situation. 2) Provide the caller's contact information and call reason before completing the transfer. `==Ask the employee to hold while you get the customer on the line. `==1) Take the customer off hold by thanking them for holding. 2) Provide the name of the employee that will assist them 3) thank them for calling 4) complete the transfer CRM Compliance, Notes and Activities Tab (case notes) ➤ Cases communicate the customer story and record requests in a central system accessible to all customer support teams. ➤ Cases track the actions, updates and communications as the request moves through the process toward resolution. ➤ Cases allow the system to work as it should, always use the correct case types and sub case types to handle customer requests. ➤ Notations should clearly and completely explain the customer's situation, actions taken and outcome. ➤ Your notations should be added during the call, or immediately after the call has ended. Account Notes in CView When a customer gives you instructions that are for more then the delivery request you ust created, add the note to the account. ► Driving Direction notes (DDIR) – Driving Directions for our delivery reps and service techs to find the customers location. ► Permanent Delivery Instruction notes (PDIN) - Items a delivery reps or service tech need to be aware of when accessing the customers delivery location. ►Purchase Order Number (PONU) – When a Purchase Order Number needs. added to the customers account. This note class should only be used for purchase orders that stay the same for multiple deliveries. 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. Control the Call/ Work Efficiently/ De-Escalate Control the Call/ Work Efficiently Efficiency signifies a peak level of performance. In our environment, efficiently handling a call means that we @use the right tools @contacts the proper resources @access the right information Efficient does not mean fast; we never want to rush through calls! Instead of speed, efficiency requires reducing the number of unnecessary resources used to accomplish a task. Follow CRM scripts and work efficiently through CRM tabs and C-View screens. Efficiency is achieved by resolving unsaid issues such as a forecast/fixed customer OOG, adding authorized users when speaking with the account owner, recommending FCT for a WLC that has a low tank % or attempting to establish billing terms. Take advantage of this opportunity while you can. Being efficient also includes the ability to control the call. We should be able to efficiently lead conversations down a path towards completion and limit small talk... De-escalation The H.E.A.T. Technique is a tried-and-true method for calming emotions and de-escalating “heated” situations. Today's training will keep the heat at a lower level! Hear - the customer without interruption and capture key points Help - ensure the customer understands you are there to help them Empathize once the customer has finished speaking to show that you care Explain - your plan to assist and resolve their issue Apologize – when appropriate, such as a service failure or missed callback Assure – the customer it is our goal to provide the excellent service they expect and deserve.. Take Ownership - and let the customer know you will handle the concern to completion, always attempt to de-escalate an issue before having to escalate Thank them for being a valued AmeriGas customer Correct word Choice is key to a successful conversation! Words that Sting .... • You should have .... • You must... • You'll have to... • We have no control over that... I have no idea.. • Our Policy says... • I'm doing the best I can... • It's not my job... Words that Sing... • How may I help you? • No problem... • I can help you with that... • Here's what I can do for you... • Here are some other options... • We ask that you... • That's why I am here... • Thank you for being a loyal customer... Taking Ownership >First Step to Great Customer Service >Going beyond the call of duty >Keep operational information and company lingo behind the scenes >Avoid placing blame/speaking negative on another department and/or employee within the company >Provide a "WOW" experience One Call Resolution =Lasting Impression =Keeping promises and following through =Avoid asking the caller for information that is available during account research =Transfer callers to the appropriate department =Offer service-related information like dispenser locations for ACE and RV refills =Make an effort/use available tools to satisfy needs/requests =Ensure the caller left with a positive impression of the agent and company =Perform important action(s) required to ensure a one call resolution Call Closing Just as important as the Call Opening ➤Make a Lasting Impression Ask a "Satisfaction Question" ➤Close with the "Value" statement Ask a "Satisfaction Question": "Are you satisfied with our interaction today?" "Have I effectively answered all of your questions today?" "Are you satisfied with the service that you received today?" If you get a negative response: "I am so sorry that you feel that way. What else can I help you with?" Account Administration Case Sub Types and Considerations =autopay =consumer privacy Account Administration Update Contact information ➤ Update the Sold-To billing address when a customer wants to update/change billing information or a contact phone number. ➤ Never change the Ship-To delivery address, unless there was an error in spelling or information entered when it was original put into the system. Only phone numbers should be changed on the Ship-To side of the account. Account Administration Update Name on Account vs. Complete name change =Is the caller's name misspelled? Let's update it! =Is the caller asking to change the name on the account to someone else? A new account will need to be created, create an opportunity and transfer to the call to the Inside Sales Center. Account Administration Add an Authorized User on the account Authorized users have access to a customer's account to: •Place orders for delivery •Request service •Inquire about invoices •Make payments* Notes: *Payments on an account can be accepted by authorized and non-authorized users. 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. CRM - Add an Authorized User Account contacts can be added at the Sold-To or Ship-To level ➤ Click on the Related Contacts - ellipses button Choose New Account Contact ➤ Click on the Contact field and select + New Contact ➤ Enter Name of Authorized User ➤ Enter Contacts role ➤ Enter email address ➤ Enter phone number ➤ Click Save and Close ➤ Check the Authorized User box ➤ Click Save and Close ➤ No data available Account Administration - Death/Power of Attorney Customer called requesting to add themselves as the Power of Attorney. ➤ Written consent to be an authorized user on the account from the account holder (must be over 18 years of age) ❖ Note: Verbal is acceptable, but not preferred. ➤ This is for residential accounts only. ➤ If the customer calling states that they have executor of estate/representative designation or power of attorney status, please request that the caller email paperwork to customersupport@amerigas.com Or mail the paperwork to: PO Box 45264, Westlake, OH 44145 ❖ Note: Add a note to the account that the paperwork is being mailed and who called in. Billing/AR Case Sub Types *Billing changes *Fees and rent *Payment Arrangements *convenience pay *incorrect bill ==ship to account first