WEEK 2

PROPERTIES OF PROPANE os4541t107 ➤Propane has no smell • Colorless, odorless, and tasteless • Odorant is added

➤Propane as a liquid • Boiling point at -44° F • To stay as a liquid, it needs to be stored under pressure • Propane is lighter than water

➤Propane as vapor • Propane vapor is 1½ times heavier than air • It settles into low- lying areas • When released into • the air it expands 270 times it's original volume

➤Miscellaneous • Liquid propane expands 17 times more than water with temperature changes • Propane vapor is heavier than air, but propane liquid is lighter than water • Achieves stability in tanks

➤PROPANE DISTRIBUTION • 85% from America itself • 15% of propane is being imported from Canada • Above ground- this is place in the large tank • Underground- We fill out the tank in the above and transport to underground via 3 ways

➤3 types of TRANSPORTATION OF PROPANE • Via Rail • Via Transport -Small truck -Cylinder Delivery Trucks this is the one who deliver propane for vending machines -and the other one for motor fuel -service truck 2 types Bigger truck for concrete road • Via Pipeline

Important We call our trucks as bobtails

➤Terminals Propane Terminal District Storage Location

➤CUSTOMERS • Residential • Commercial/Industrial • Agriculture

➤OUR COMMITMENT TO SAFETY • Our commitment to safety is unmatched. • At AmeriGas, safety is our highest priority. • We are dedicated to the safety of our employees, customers and the general public, and full compliance with applicable statutes, regulations and ordinances.

ABOUT CUSTOMERS

1. Residential • Heaters • Furnace • Water Heater • Stove • Fireplaces • Pool • Patio Heaters • Grills • Generators

2. Commercial and Industrial • Forklift • Business Heat • Builders • Torches • Dispensers • Patio Heat • Stove/Oven • Generators • Firepits • Auto Gas

3. Agricultural • Chicken Houses • Orchard Heat • Barn Heat • Crop Drying • Greenhouses • Generators • Weed Burners • Irrigation

➤ AmeriGas Cylinder Exchange (ACE)/Cynch • 20# Cylinders • Vending Machines • Grills • Patio Heaters • Portable cookers • Fire pits

➤ What is a Propane Tank? Propane tanks are the storage containers for propane in its liquid form and are available in many different sizes being engineered and designed for propane containment at high pressures.

American Society of Mechanical Engineers (ASME) Aboveground Tank

ASME ABOVEGROUND TANK FEATURES • Liquid Withdrawal Valve • Liquid Withdrawal Dip Tube • Fixed Liquid Level Gauge Dip Tube • Float Gauge Assembly • Pressure Relief Valve

-Above ground tank-White to not have deflect from sunlight -Underground tank- it does matter what color because it does not deflect from the sunlight however tank needs to be painted to avoid frosting

➤ What is a Propane Cylinder? • Cylinders range widely in size and use. • Cylinders fall into two groups of propane service, liquid and vapor. • Unlike tanks which are part of a stationary installations, propane cylinders are portable storage containers. • ####, ####, #00# and 420# cylinders can also be part of a stationary installations and would be treated as bulk in some situations.

➤Stationary Cylinders • 100# Cylinder holds 24 gallons of propane • 420# Cylinder holds 99.6 gallons of propane Motor Fuel Cylinder 33.5 tank size Propane Grill Cylinder - ACE it includes vending machines

Meters Single meter-the multi meter

Bulk Propane Delivery Trucks

Dispenser Pump Stations pump attendant with license and certification

➤Railroad Propane Usage for slippery rails for track switch heater for propane tank

➤AmeriGas Core Values AmeriGas has a core set of six values that provide the foundation for who we are and how we operate.

We believe that sustainable, reliable and affordable energy solutions are a necessity for our customers and communities.

We strive to deliver this fundamental need, while enhancing the quality of life of our employees, customers and the communities we serve.

• Safety • Respect • Integrity • Responsibility • Reliability • Excellence

Railroad/Agriculture/Orchard

• Orchard: Identify that this customer is an Orchard account by noticing the Apple icon on the customer's account.

• Railroad: Identify that this customer is a Railroad account by noticing the Train icon on the customer's account.

• Agricultural: Identify that this customer is an Agricultural/ Orchard account by noticing the Tractor icon on the customer's account.

➤ 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 ➤ Service ➤ Delivery ➤ Business Services ➤ One Call Center Operation

Key Roles Within Customer Lifecycle - CES ➤ Inside Sales ➤ Business Service ➤ Customer Experience Advocate ➤ Delivery Coordinator ➤ Service Coordinator

Key Roles Within Customer Lifecycle - Field Operations ➤ Territory Manager ➤ Assistant Territory Manager ➤ Operations Coordinator ➤ Service Technician ➤ Delivery Representative

CXA Role and Responsibilities

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

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 • 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

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.

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