Nov. 4, 2022

HOW OUR CUSTOMERS USE PROPANE

Home Heating
Auto Fuels
Crop Drying
Forklift & mover
fuels
Household Appliances
Orchards
Gas Barbeque Grill
Pool Heat
Railroads

Railroad/Agriculture/orchard (Some of it is an example of NATIONAL ACCOUNT)

-requires same day delivery
-should be handle as priority customer
-most likely fixed delivery

Orchard acc. shows an Apple Icon
Railroad acc. show a Train Icon
Agricultural acc. shows a Tractor Icon

888

Customer's are not aware that they are a priority customers. so we don't have to tell them.

PURPLE STAR means that they're a priority customers.

 Identify acc. by Icons

Residential house
Commercial Factory
Motor Fuel - forklift
ACE - Cylinder
Railroad 
National Acc. - Handle by government (there's Dollar)
Crop 
Orchard 
Builder 
Hurricane 
Transport - Truck 
AmeriGAs Consignment - Green diamond, customer's under the contract.

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
 the CXA would give the customers options, promo, billing programs, delivery options, if the customer call asking for a tank there would be service teams that would conduct a survey at the site where the tank would be installed.

Service (people who deliver and do maintenance. technician {Service and Delivery})
Delivery (the ones who coordinates to the call representatives for details)
Business Services (the back office, update the account and for maintenance) 

Accounts in AmeriGas

Billing Acc. 

Service Acc.


One Call Center operations 

Charlotte, North Carolina, 

Emergency Rocklin California handles after hours call 24/7 everyday in the year.

Key Rules within Customer lifecycle

Inside Sales
Business Services
Customer Experience
Delivery coordinator


Roles - Field Operations

territory manager
Assistant Territory Manager
Operations
Service Technician
Delivery Representative

CXA Role and Responsibilites

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.


Makes sure to right down all what happened during the call.
 - do the case (Emergency Case).
 - notate the acc.

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.
Assistance programs( by local government & Charity). if there's a balance the customers would have to first call the charity or Local government where he/she's under so that the government would pay for the balance and after that the customer could now order for a delivery.

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. the legal call.

Amerigas Terminologies and Acronyms

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.

When the customer made a call there would be a fee.
The price is seasonal.

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


INTRO TO CUSTOMER SERVICE AND CALL FLOW BASICS




mock call : Delivery 7-10 days

Since I'm here on the line I'm more than happy to help you with your concern.

may I get/know either your phone number or account number? After that ask their name

2.1 welcoming, pleasant greetings
2.2 screens
2.3 acknowledgement/ownership
2.4 phone #/address/customer's name
2.5 obtained and used the caller's name

3.1 verified acc./ship-to-address/cell#/email with account owner/authorized owner



Service Behaviors


Soft skills, 

Interpersonal skills/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. 
 

Learning Best Practices,

Pay attention, what is not said also speaks loudly

Show that you are listening. "uh huh"

Provide Feedback, based on the conversation, it might appropriate empathy, apologize or get clarity. Reflect information given (paraphrase)

Don't interrupt, let them talk first wait for them be finished.

Respond appropriately, acknowledge first before asking for the caller's name.


Barriers to Effective communication 

First Impression

Standard Greeting
"Thank you for calling AmeriGas, this is How may I assist you today?"
>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.

First Impression

EXAMPLE OF EITHER OR OR APPROACH

"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?"

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

either/or approach best practice for asking account information, Account number first before the number.

First Impression

"May I have your name, please?"
"Jane Smith"

Asking the customer's name make the call personal. Don't ask them if the question "would you rather be called spiel". Americans are direct they would tell you if they're not comfortable if you use their first name. So as a rule just use their FIRST NAME.

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

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. if there's no email address insist for a one, because it is needed to get send them confirmation and also receipt. 
3. Confirm you are speaking to the account holder/authorized user

if someone isn't an authorized user of an account.

is the account holder right there, can I ask for his permission so I can add you in authorized user.

I'm sorry to take a moment of your time Sir. I see that your wife Isn't an authorized account holder.

Call Handling
Commercial Account Verification

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

1. Ask the caller for their telephone number.

billing number starts with 1
service number starts with 2

*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. anybody could call using this account, but you can only assist them if they provide the correct information.

there's a time where a phone number have multiple acc.

notation

Sold-to (billing account number {2}) vs Ship-to (Delivery account number {1})

Sold-to 

Billing/AR
Account Admin
Complaint
Disc. Service
Pricing Liheap
General

Ship-to

Delivery
AVAT
Service

Opportunity

New Customers
Non-Customers

Our acc. no is only consist of 9 digits and starts with either 10 or 20

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.
- if the payers is a non-authorized users. You can't give personal

I'm sorry I can't see you as an authorized users, but still I can process the payment, How much are you paying for Today?

Can I also asked if the main account holder is there? so that I can ask for his permission to add you as one of the authorized user of this account.

if the payment are wrongly made before or during 24 hrs. it can be refunded in one day and if it pass 24 hrs. then the money would be returned for about a week.

Case Types and Sub Case Types

Case Tabs and Functions

CRM Case Tabs and Functions either change, appear, or are available according to the case type chosen. Some tabs require specific actions that are also case type specific.

Billing/AR

Billing Changes
Convenience Pay 
Dunning/Collections
Fees and Rent
Incorrect Bill
Invoice Requesty 
Payment Arrangements
Payment inquiries
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

Non-customer complaint
Vending
LIHEAP

We tag and connect the customers to the one who can handle them depending on the case they have.

Creating a Case

When clicking the New Case Button, the initial required fields need to be filled in before saving the case. These required 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
Though not marked with a RED asterisk*, Best Contact Number and Reported By ARE REQUIRED fields in the Case Summary

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.

add queue + save and route.

Knowledge Check Week 1 Day #2
1. Which is an example of the AmeriGas Standard Call Greeting? you?"
a. "Thank you for calling AmeriGas, This is Nancy. How may I help you?" ######
b. "You've reached AmeriGas, how may I help you?"
c. "Thank you for calling. Please provide your account number for assistance"
d. "Thank you for calling AmeriGas. Who do I have the pleasure of speaking with?"

2. If you help the caller with their request completely, there is no need to open a CRM case for the interaction?
a. True
b. False ######

3. What is the best method to locate a customer's record in CRM?
a. Name
b. Phone Number
c. The either/or approach including the account number ######
d. Address

4. What information below is part of the residential account verification process?
a. Name
b. Delivery Address
C. Phone Number
d. Email Address
e. All of the above ######

5. Never use existing cases for follow up customer calls.

a. True
b. False  #######