Call Flow (JM)

Greetings • Thank you for calling AmeriGas, You are speaking with (Your Phone Name) , How can I help u today?

A.E.R (Acknowledge, Empathy and Rest Assured) (use these different statements) • I do understand (A) • Thank you for that • “I can imagine what you must be going through.” • “Thank you so much for notifying us about the issue.” • “Now that I know what is going on, I will certainly try my best to resolve it for you.” • “I completely understand why you would want that.” • “I can understand how that would be difficult.” • I'm so sorry and I apologize (Use this in the right scenario)

• Since u got me on the line.... Rest Assured I can def help u with that.

• But before we start can I get either your account number or Phone number?

FOR RESIDENTIAL ACCOUNTS • I Just to verify your account. can I ask for....? VERIFY BY ASKING THEIR • Name in the account • Complete service Address up until your zip code • Active Email Address in the account • if not given ask for active/best Phone number number • WHO DO I HAVE THE PLEASURE OF SPEAKING TO TODAY?

if diff than the name in the account try to say this • Unfortunately I cannot process your concern. If it is possible can I speak to the account holder or you can talk to the account holder to add you as an authorize user so we can proceed with the process

• confirm the information given

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FOR COMMERCIAL ACCOUNTS • Just to verify can I ask for your.....? VERIFY BY ASKING THEIR • Name in the account • Complete service/delivery Address • best phone number • ASK WHO YOU ARE SPEAKING TO

DO NOT CONFIRM DETAILS FOR COMMERCIAL ACCTS.

• confirm the information given

Probe Question to get the main concern or exact concern

Resolution

if needed PROPER HOLD PROCEDURE Ask for permission, Provide the duration of hold you're asking and Educate customer of the reason for hold. Thank them when you come back.

Ex. Can I place this call on hold for a minute or two.... (provide the reason of hold)

Timecheck (Ask for further assistance) • Is there anything else I can help you with?

Recap • Just a quick brief summary of what happened (what we did) ...... (summarize what u did or what u and cx talked abt)

SSO • B4 I let u go (Cx's Name), I'd like to introduce the benefits of our website, It's www.MyAmerigas.com, By signing into your acc, U can Pay Your Bill, Review your delivery history and upcoming deliveries and Monitor Your Usage when u enroll to Automatic Delivery.

Satisfaction Question • My goal is to ensure your satisfaction, Have I resolved the reason of your call today? • Thank you for that

Value Statement and Closing • Thank you for being an Amerigas valued customer . Again, My Name is -----Have a great day!

PROPER HOLD PROCEDURE Ask for permission, Provide the duration of hold you're asking and Educate customer of the reason for hold.

Ex. Can I place this call on hold for a minute or two.... (provide the reason of hold)

Once

WHAT IS MY DELIVERY