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

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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.

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Responding Appropriately
"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?"

Show your willingness to assist
Include the call reason in your response
Apologize and Show Empathy when appropriate

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Obtain Account Access Information
IVR access
Use either or method
Account #, Phone #, Store #, or Delivery Address

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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.
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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
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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.
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'(May I know your name or full service address on the account)
'(name of the account and how is the caller is associated with the company/account'. After that, you will going to ask the best phone number. 
"It's all about the Verification, 

Sample Situation:
COMMERCIAL ACCOUNT VERIFICATION

Hello! thankyou for calling AmeriGas this is ____, How can I assist you today?-------------------------------(Customer Concern) ---------------------------------------

Oh! Sure, I'll be more than happy to place an order to you. May I please have either your name and also your full service address down to the zip code.

May I know where you Associated to account please? 
May I have your Phone Number

------Customer Response------ (my account number is 123456, full name,  full address to zip code, Company/Work and also your Phone #)
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Sample Situation:
RESIDENTIAL ACCOUNT VERIFICATION

Hello! thankyou for calling AmeriGas this is ____, How can I assist you today?-------------------------------(Customer Concern) ---------------------------------------

_Oh! Sure, I'll be more than happy to assist you. May I please have either your name and last name and also your delivery address on the account.

_May I also have your Phone number or your email address.

_May I confirm, Am I speaking w/ the Account holder? or the authorized account holder.