call flow kineme · Offline Notepad

OPENING SPIEL: HI, Thank you for calling AmeriGas, you're now speaking with Rianne, How may I assist you today? / How can I help you today?

issue:

EMPATHY: ( add the problem )

We're sorry this has happened to you, but rest assured and since I'm on the line I'd be happy to help you with that.
Thank you for bringing this to our attention, We're sorry you're facing this issue but since I'm on the line I'd be happy to help your with that.

1."Thank you for bringing this to our attention" 2. "I understand how you feel" 3. "Please let me know if my understanding of your problem is accurate · - 4. "I'm sorry you're facing this issue" 5."I would do the same if I were in your position too" 6. "Your anger/frustration is completely justified" 7."Here's what you can do -"

SYMPATHY: ( add the problem ) I understand that you are ( problem ) and I know the frustration you are now feeling and if I were you I would feel the same, but I can look up to my resources, so we can address your concern, is that okay?

by the way, who am I speaking with?

okay, (customer's name) before we proceed, I am going to ask you a further questions so I can pull up your account, Is that alright?

ACCOUNT VERIFICATION: ( account name holder, delivery address, contact number, email )

Can I have either your account or phone number please?

okay, so ( customer's name ) can you help verified this account just for confirmation, is that okay?

I am going to ask you a further questions so I can pull up your account, Is that alright? May I have the account name holder? perfect. What is your delivery address down to the zipcode?

So, (customer's name) is your email that I am seeing here (customer's email) is active? and your number here ( customer's number) is your best contact?

if the customer didn't know about the either contact number or email, get the best active number/email instead.
you can also let the customer spell out their name if you did not understand

account/ phone number: name: address: contact number: email:

okay, so I already pulled up your account and thank you for verifying.

HOLD: can you stay on the line with me for about one to two minute, so I can check into your account resources. just stay on the line with me okay?

Thank you for patiently waiting and I apologize for the hold.

RECAP: as I can see here at your account....

CLOSING SPIEL: Am I effectively address / satisfy your concern? and for future references, you can ---------- on www . myamerigas . com

Thank you for being a valued AmeriGas customer, you have a nice day. and for future references, you can check your billing statement on www . myamerigas . com

Resolution:

LATE DELIVERIES- WE UNDERSTAND THAT HAVING THE PROPANE DELIVERED IN TIME IS VERY CRUCIAL AND WE WOULD BE INVESTIGATING THE CAUSE OF DELAY FOR MEAN TIME LET ME APPOLOGISE FOR THE INCONVINIENCE AND REST ASSURED THAT THIS CONCERN OF YOURS WOULD BE ONE OF OUR TOP PRIORITIES

DISTRICT NOT OFFERING EXPEDITED DELIVERY - EXPADITE DELIVERY AS OF THE MOMENT IS BEING HANDLED BY OUR DISTRICT SERVICES AND WE KNOW THAT YOU WISH TO HAVE IT DELIVERED IN THE QUICKEST AMOUNT OF TIME IS IMPORTANT HOWEVER THE DELIVERY LEAD TIME DEPENDS ON THE AVAILABLE OF THEIR FACILITY REST ASSURED THAT ORDER IS IN OUR SYSTEM AND THAT WOULD BE DELIVER ASAP

FEE FOR EXPEDITED/ EMERGENCY DELIVERY 300/200 - FOR LOW AS 200/300 WE CAN HAVE IT DELIVERED IN YOUR PLACE WITHIN THE NECT 24/48 HRS THAT WAY YOU DONT HAVE TO WORRY ABOUT RUNNING OUT OF PROPANE ALSO IN THE FUTURE IF YOU WISH TO SWITCH TO AUTOMATIC DELIVERY THE WILL CALL FEE OF 8.99 WOULD BE WAIVE AND REST ASSURED THAT WE WILL MONITOR YOUR TANK IN TIME BEFORE IT GET LOW

NO ROUTE DATE - YOUR ORDER IS IN OUR SYSTEM HOWEVER THERE HASNT BEEN ANY UPDATE FROM OUR DELIVERY TEAM WHEN WOUILD IT BE DELIVERED OUR STANDARD TIME IS WITHIN 7 DAYS AND IF THERE WOULDNT BE ANY SERIOUS CAUSE OF DELAY YOU CAN EXPECT IT TO ARRIVE WITHIN 7 DAYS.

BLOCKED DELIVERY DUE TO DUNNING LEVEL - LOCKIN AT YOUR ACC WE FOUND OUT THAT THERE HAD BEEN SOME BALANCES THAT NEEDS TO BE RESOLVED IN ORDER TO HAVE YOUR ORDER REQUEST ACCEPTED IF WE CAN SETTLE IT RIGHT NOW I CAN DEFINITELY PLACE AN ORDER FOR YOUAND HAVE IT DELIVERED IN THE NEXT FOLLOWING DAYS IF YOU WISH TO PROCEED I CAN DISSCUSS SOME OF OUR PLANS THAT WOULD BEST FIT YOUR BUDGET

ACC BALANCE RECURRING LATE FEE AND CUSTOMER IS NOT AWARE- BY ANY CHANCE DID YOU UPDATE YOUR CUSTOMER INFO. IN OUR SYSTEM? AS WE CAN SEE HERE ON OUR RECORD THERE HAD BEEN SOME LATE FEES THAT YOU MAY NOT BE AWARE OF FOR US TO PROCEED WITH YOUR ORDER WE WOULD NEED TO SETTLE THE BALANCE 1ST BEFORE WE CAN PLACE YOUR ORDER WOULD YOU LIKE TO HERE OUR PAYMENT PLANS THAT WOULD FIT YOUR BUDGET

AUTOPAY NOT UPDATED AND CUSTOMER GETTING LATE FEE AND CHARGES WOTHOUT THEIR KNOWLEDGE - BY ANY CHANCE DID YOU UPDATE YOUR CREDIT CARD INFO IN OUR SYSTEM APPARENTLY THERE HAD BEEN SOME ISSUE WITH THE INFO

PAYMENT OF NOT AUTHORIZED PERSON BUT WANT TO PAY - I DO APPOLOGIZE THAT YOURE NAME IS ON THE LEAST BUT WE CAN DO THE PAYMENT PROCESS. HOW MUCH YOU WANT TO PAY?