Service behaviors 12%
1.1 Always projected care, positivity, patience, willingness to assist, and friendliness.

First impression 18%

2.1 Delivered a welcoming, pleasant greeting with good tone & pace that included thanking the caller, providing our brand name, your name, and a willingness to assist statement
2.2 Screens clear, up & ready to answer the call without delay & correctly captured call reason
2.3 Responded by providing a willingness to assist statement that included the elements of the call reason (apologized immediately for any stated AmeriGas errors/inconveniences) 
        "(I'll be more than happy to assist you/to place an order for you)"

2.4 Obtained account access information using the either-or approach that included the account number and other acct. access source like phone #/address/customer name. 

"(May I have either your name or account number)

2.5 Obtained and used the caller's name (attempted to avoid pronouns like MAAM/Sir)

Call handling 56%

3.1 Verified account name/ship-to address/cell #/ email with account owner/ authorized user.