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DAY 4

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

Verification and Confirmation

Call Handling

Commercial Account Verification

  1. Ask the name of the caller
  2. Ask the caller for the name and delivery/service address on the account.
  3. Ask the caller for their active 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.

SOLD TO START - 201- ALL ABOUT MONEY ALL ABOUT BILL SHIP TO START - 101 - ALL ABOUT DELIVERY/ SERVICE

======================================================== CALL HANDLING/ SAMPLE LINE

THANK YOU FOR CALLING AMERIGAS. THIS IS , HOW MAY I ASSIST YOU TODAY?

SINCE YOU GOT ME ON THE LINE.

NO WORRIES IM HAPPY TO ASSIST YOU WITH YOUR CONCERN

(WILL, THANK YOU SO MUCH I WILL HAPPY TO CHECK)

OKAY, THANK YOU FOR PROVIDING THE ACCOUNT NUMBER

MAY I KNOW YOUR SERVICE ADDRESS, DOWN TO THE ZIP CODE

MAY KNOW EITHER UR ACC NO, OR ACTIVE PHONE NUMBER PLS.

THANK YOU FOR THAT INFORMATION, MAY I KNOW YOUR FIRST AND LAST NAME

HELP ME VERIFY YOUR SERVICE ADDRESS DOWN TO THE ZIPCODE.

AND ALSO PLEASE THE NAME ON THE ACC.

NOW PLEASE PROVIDE YOUR BEST AND ACTIVE PHONE NUMBER.

NOW LET ME CHECK THE STATUS OF YOUR DELIVERY.

========================================================

(COMMERCIAL CALL HANDLING)

THANK YOU FOR CALLING AMERIGAS. THIS IS LORRY, HOW CAN I ASSIST YOU TODAY?

ALRIGHT, JUST TO CONFIRM YOU CALLED BECAUSE (CONCERN)

SINCE YOU GOT ME HERE ON THE LINE. I AM MORE THAN HAPPY TO HELP YOU WITH THAT. BUT FIRST MAY I KNOW EITHER THE ACCOUNT NO. OR THE PHONE NUMBER, THAT ASSOCIATE ON THE ACCOUNT PLEASE?

THANK YOU FOR THAT INFORMATION, AND ALSO MAY I KNOW YOUR FIRST NAME AND LAST NAME, PLEASE? SO I BE ABLE TO ADDRESSED YOU PROPERLY.

OKAY, THANK YOU FOR THAT, IS IT OKAY IF I CALL YOU BY YOUR FIRST NAME?

ALRIGHT THANK YOU. (CUSTOMER'S NAME). ALSO MAY I HAVE THE ACCOUNT NAME, PLEASE AND THE SERVICE ADDRESS DOWN TO THE ZIPCODE.

THANK YOU FOR PROVIDING ALL THAT INFORMATION, THAT I NEED.

COULD YOU ALSO, PROVIDE THE ACTIVE TELEPHONE NUMBER?

ALRIGHT, THANK YOU. NOW LET ME CHECK ALL MY RESOURCES, FOR YOU SO I BE ABLE TO PROVIDE ALL THE NECCESARY INFORMATION THAT YOU NEED.

MAY I HOLD THIS LINE FOR ABOUT, 2-3 MINUTES? I'LL BE BACK TO YOU WITH UPDATE. IS IT OKAY?

ALRIGHT, THANK YOU. STAY ON THE LINE PLEASE.

========================================================

(RESIDENTIAL CALL HANDLING)

THANK YOU FOR CALLING AMERIGAS. THIS IS LORRY, HOW CAN I ASSIST YOU TODAY?

ALRIGHT, JUST TO CONFIRM YOU CALLED BECAUSE (CONCERN)

SINCE YOU GOT ME HERE ON THE LINE. I AM MORE THAN HAPPY TO HELP YOU WITH THAT. BUT FIRST MAY I KNOW EITHER THE ACCOUNT NO. OR THE PHONE NUMBER, PLEASE? SO I BE ABLE TO PULL UP YOUR ACCOUNT HERE ON MY END?

THANK YOU, ALSO MAY I HAVE YOUR FIRST NAME AND LAST NAME PLEASE, SO I CAN ADDRESSED YOU PROPERLY?

ALRIGHT, THANK YOU. CAN I CALL YOU BY YOUR FIRST NAME PLEASE?

OKAY, (CUSTOMER'S NAME). CAN YOU NOW HELP ME, VERIFY YOUR DELIVERY ADDRESS DOWN TO THE ZIPCODE.

AND ALSO PLEASE PROVIDE YOUR ACTIVE PHONE NUMBER AND EMAIL ADDRESS.

(CONFIRM THE PHONE NUMBER AND EMAIL ADDRESS FIRST)

THANK YOU, JUST TO CONFIRM YOUR PHONE NUMBER AND EMAIL ADDRESS, ASSOCIATE ON THIS ACCOUNT IS (PHONE NUMBER) AND THE EMAIL ADDRESS IS (EMAIL ADDRESS). IS THIS CORRECT?

(IF THE PHONE NUMBER AND EMAIL ADDRESS WAS NOT MATCH ON THE ACCOUNT SAY THIS TO THE CUSTOMER)

AS I SEE HERE, ON MY END THE PHONE NUMBER THAT INDICATED ON THIS ACCOUNT IS (PHONE NUMBER) ALSO THE EMAIL ADDRESS IS (EMAIL ADDRESS). IS THIS CONTACT INFORMATION ARE STILL ACTIVE, IF NO? DO YOU WANT ME TO UDPATE THIS FOR YOU, SO YOU BE STILL UPDATED REGARDING IF WE HAVE A PROMO OF OUR PRODUCTS?

(BUT IF THE PHONE NUMBER AND EMAIL ADDRESS IS THE SAME CONTINUE THE CALL FLOW.)

(IF THE CALLER'S NAME IS NOT THE SAME ON THE NAME OF THE ACCOUNT, ASK THIS QUESTIONS.)

MAY I KNOW IF YOU ARE THE ACCOUNT OWNER, PLEASE?

(BUT IF THE CALLER'S NAME IS THE SAME NAME ON THE ACCOUNT NAME CONTINUE ON THE PROCESS)

THANK YOU FOR ALL THAT INFORMATION. (CUSTOMER'S NAME) NOW LET ME CHECK ALL MY RESOURCES, FOR YOU SO I BE ABLE TO PROVIDE ALL THE NECCESARY INFORMATION THAT YOU NEED.

MAY I HOLD THIS LINE FOR ABOUT, 2-3 MINUTES? I'LL BE BACK TO YOU WITH UPDATE. IS IT OKAY?

ALRIGHT, (CUSTOMER'S NAME) THANK YOU. JUST STAY ON THE LINE PLEASE.