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

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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)

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

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

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**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?
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*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
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• 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.

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• confirm the information given

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Probe Question to get the main concern or exact concern

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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) 

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

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

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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.

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

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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