Day 4

𝓒𝓾𝓼𝓽𝓸𝓶𝓮𝓻 𝓔𝔁𝓹𝓮𝓻𝓲𝓮𝓷𝓬𝓮 𝓐𝓭𝓿𝓸𝓬𝓪𝓽𝓮 (𝓒𝓧𝓐) 𝓠𝓾𝓪𝓵𝓲𝓽𝔂 𝓢𝓬𝓸𝓻𝓮 𝓒𝓪𝓻𝓭 𝓟𝓪𝓻𝓽 2

ACW- After Call Work

𝐂𝐚𝐥𝐥 𝐇𝐚𝐧𝐝𝐥𝐢𝐧𝐠 | 56%

  3.2 Alerted of all upcoming dead air/updated during prolonged silence. Gained permission before placing on hold/thanked for holding when returned. Avoided unnecessary transfers
  3.3 Accessed applications/completed correct fields in compliance with CRM/C-View tools. Provided and obtained complete/accurate information
  3.4 Entered complete and accurate account notations during the call or during ACW
  3.5 Educated on an AmeriGas Advantage. (N/A for call backs stating inconveniences/issues)
  3.6 Always controlled the call towards efficient handling. Attempted to de-escalate.

𝐋𝐚𝐬𝐭𝐢𝐧𝐠 𝐈𝐦𝐩𝐫𝐞𝐬𝐬𝐢𝐨𝐧𝐬 | 14%

  4.1. Owned the call reason/ Ensured a One Call Resolution. Always made it easy to do business with us. Left caller with a positive impression of the agent/company.
  4.2 Closed with a satisfaction question, appropriate response if needed, & value statement

𝓒𝓪𝓵𝓵 𝓗𝓪𝓷𝓭𝓵𝓲𝓷𝓰

𝐀𝐥𝐞𝐫𝐭 𝐨𝐟 𝐃𝐞𝐚𝐝 𝐀𝐢𝐫, 𝐏𝐥𝐚𝐜𝐢𝐧𝐠 𝐎𝐧-𝐇𝐨𝐥𝐝 𝐚𝐧𝐝 𝐓𝐫𝐚𝐧𝐬𝐟𝐞𝐫𝐫𝐢𝐧𝐠

  ➤Correctly handling dead air, placing callers on hold, and transferring correctly are also soft skills. The two main reasons to place a caller on hold are to obtain information or to transfer the call to another employee.
  ➤Customers should always be alerted of upcoming dead air prior to the occurrence. Dead air periods provide a great opportunity to share AmeriGas Advantages.
  ➤Most people do not mind holding for information to assist with their call reason as long they are made aware prior to it occurring.

𝓒𝓪𝓵𝓵 𝓗𝓪𝓷𝓭𝓵𝓲𝓷𝓰 - 𝓦𝓪𝓻𝓶 𝓣𝓻𝓪𝓷𝓼𝓯𝓮𝓻

*Explain to the caller why you are transferring them.

*Gain permission to place the caller on hold, to see if the other employee is available.

*Check to ensure that the next employee can handle the call.

  1) Update the employee about the caller's situation.
  2) Provide the caller's contact information and call reason before completing the transfer.

*Ask the employee to hold while you get the customer on the line.

  1) Take the customer off hold by thanking them for holding.
  2) Provide the name of the employee that will assist them
  3) thank them for calling
  4) complete the transfer

𝐂𝐑𝐌 𝐂𝐨𝐦𝐩𝐥𝐢𝐚𝐧𝐜𝐞, 𝐍𝐨𝐭𝐞𝐬 𝐚𝐧𝐝 𝐀𝐜𝐭𝐢𝐯𝐢𝐭𝐢𝐞𝐬 𝐓𝐚𝐛 (𝐜𝐚𝐬𝐞 𝐧𝐨𝐭𝐞𝐬)

  ➤ Cases communicate the customer story and record requests in a central system accessible to all customer support teams.
  ➤ Cases track the actions, updates and communications as the request moves through the process toward resolution.
  ➤ Cases allow the system to work as it should, always use the correct case types and sub case types to handle customer requests.
  ➤ Notations should clearly and completely explain the customer's situation, actions taken and outcome.
  ➤ Your notations should be added during the call, or immediately after the call has ended.)

𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐍𝐨𝐭𝐞𝐬 𝐢𝐧 𝐂𝐕𝐢𝐞𝐰

When a customer gives you instructions that are for more then the delivery request you just created, add the note to the account.

  ➤ Driving Direction notes (DDIR) – Driving Directions for our delivery reps and service techs to find the customers location.
  ➤ Permanent Delivery Instruction notes (PDIN) - Items a delivery reps or service tech need to be aware of when accessing the customers delivery location.

Do Not delete existing account notes!

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.

𝓒𝓸𝓷𝓽𝓻𝓸𝓵 𝓽𝓱𝓮 𝓒𝓪𝓵𝓵/ 𝓦𝓸𝓻𝓴 𝓔𝓯𝓯𝓲𝓬𝓲𝓮𝓷𝓽𝓵𝔂/ 𝓓𝓮-𝓔𝓼𝓬𝓪𝓵𝓪𝓽𝓮

𝐂𝐨𝐧𝐭𝐫𝐨𝐥 𝐭𝐡𝐞 𝐂𝐚𝐥𝐥/ 𝐖𝐨𝐫𝐤 𝐞𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐭𝐥𝐲

Efficiency signifies a peak level of performance. In our environment, efficiently handling a call means that we...

  ➤ use the right tools
  ➤ contact the proper resources
  ➤ access the right information

Efficient does not mean fast; we never want to rush through calls! Instead of speed, efficiency requires reducing the number of unnecessary resources used to accomplish a task. Follow CRM scripts and work efficiently through CRM tabs and C-View screens.

Efficiency is achieved by resolving unsaid issues such as a forecast/fixed customer OOG, adding authorized users when speaking with the account owner, recommending FCT for a WLC that has a low tank % or attempting to establish billing terms. Take advantage of this opportunity while you can.

Being efficient also includes the ability to control the call. We should be able to efficiently lead conversations down a path towards completion and limit small talk.

𝐃𝐞-𝐞𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧

The H.E.A.T. Technique is a tried-and-true method for calming emotions and de-escalating "heated" situations. Today's training will keep the heat at a lower level!

  Hear - the customer without interruption and capture key points 
  Help - ensure the customer understands you are there to help them

  Empathize - once the customer has finished speaking to show that you care 
  Explain - your plan to assist and resolve their issue

  Apologize - when appropriate, such as a service failure or missed callback 
  Assure - the customer it is our goal to provide the excellent service they expect and deserve.

  Take Ownership - and let the customer know you will handle the concern to completion, always attempt to de-escalate an issue before having to escalate 
  Thank - them for being a valued AmeriGas customer

𝐂𝐨𝐫𝐫𝐞𝐜𝐭 𝐰𝐨𝐫𝐝 𝐂𝐡𝐨𝐢𝐜𝐞 𝐢𝐬 𝐤𝐞𝐲 𝐭𝐨 𝐚 𝐬𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥 𝐜𝐨𝐧𝐯𝐞𝐫𝐬𝐚𝐭𝐢𝐨𝐧!

Words that Sting...

  • You should have....
  • You must...
  • You'll have to...
  • We have no control over that...
  • I have no idea..
  • Our Policy says...
  • I'm doing the best I can...
  • It's not my job...

Words that Sing...

  • How may I help you?
  • No problem...
  • I can help you with that...
  • Here's what I can do for you...
  • Here are some other options...
  • We ask that you...
  • That's why I am here...
  • Thank you for being a loyal customer...

𝐓𝐚𝐤𝐢𝐧𝐠 𝐎𝐰𝐧𝐞𝐫𝐬𝐡𝐢𝐩

  ➤ First Step to Great Customer Service
  ➤ Going beyond the call of duty
  ➤ Keep operational information and company lingo behind the scenes
  ➤ Avoid placing blame/speaking negative on another department and/or employee within the company
  ➤ Provide a "WOW" experience

𝓞𝓷𝓮 𝓒𝓪𝓵𝓵 𝓡𝓮𝓼𝓸𝓵𝓾𝓽𝓲𝓸𝓷

𝐋𝐚𝐬𝐭𝐢𝐧𝐠 𝐈𝐦𝐩𝐫𝐞𝐬𝐬𝐢𝐨𝐧

  ➤ Keeping promises and following through
  ➤ Avoid asking the caller for information that is available during account research
  ➤ Transfer callers to the appropriate department
  ➤ Offer service-related information like dispenser locations for ACE and RV refills
  ➤ Make an effort/use available tools to satisfy needs/requests
  ➤ Ensure the caller left with a positive impression of the agent and company
  ➤ Perform important action(s) required to ensure a one call resolution

Call Closing

  ➤ Just as important as the Call Opening
  ➤ Make a Lasting Impression
  ➤ Ask a "Satisfaction Question"
  ➤ Close with the "Value" statement

Ask a "Satisfaction Question":

  "Are you satisfied with our interaction today?"
  "Have I effectively answered all of your questions today?"
  "Are you satisfied with the service that you received today?"

If you get a negative response:

  "I am so sorry that you feel that way. What else can I help you with?"

Close the call:

  "(Caller's name), Thank you for being a valued AmeriGas customer."

𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐀𝐝𝐦𝐢𝐧𝐢𝐬𝐭𝐫𝐚𝐭𝐢𝐨𝐧 𝐂𝐚𝐬𝐞 𝐒𝐮𝐛 𝐓𝐲𝐩𝐞𝐬 𝐚𝐧𝐝 𝐂𝐨𝐧𝐬𝐢𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬

  AutoPay
  Preference Management
  Consumer Privacy Request
  Online General Support
  Contact Information
  Site Information Change

What do you think are some of the key aspects to evaluate when addressing a customer's request to update their account?

𝓐𝓬𝓬𝓸𝓾𝓷𝓽 𝓐𝓭𝓶𝓲𝓷𝓲𝓼𝓽𝓻𝓪𝓽𝓲𝓸𝓷

Update Contact information

  ➤ Update the Sold-To billing address when a customer wants to update/change billing information or a contact phone number.
  ➤ Never change the Ship-To delivery address, unless there was an error in spelling or information entered when it was original put into the system. Only phone numbers should be changed on the Ship-To side of the account.

𝐔𝐩𝐝𝐚𝐭𝐞 𝐍𝐚𝐦𝐞 𝐨𝐧 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐯𝐬. 𝐂𝐨𝐦𝐩𝐥𝐞𝐭𝐞 𝐧𝐚𝐦𝐞 𝐜𝐡𝐚𝐧𝐠𝐞

  ➤ Is the caller's name misspelled? Let's update it!
  ➤ Is the caller asking to change the name on the account to someone else? A new account will need to be created, create an opportunity and transfer to the call to the Inside Sales Center.

𝐏𝐫𝐞𝐟𝐞𝐫𝐞𝐧𝐜𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 is a way to capture our customers' wishes about how we communicate with them and on which topics.

𝐀𝐝𝐝 𝐚𝐧 𝐀𝐮𝐭𝐡𝐨𝐫𝐢𝐳𝐞𝐝 𝐔𝐬𝐞𝐫 𝐨𝐧 𝐭𝐡𝐞 𝐚𝐜𝐜𝐨𝐮𝐧𝐭

Authorized users have access to a customer's account to:

  •Place orders for delivery
  •Request service
  •Inquire about invoices
  •Make payments*

Notes:

  ➤ Payments on an account can be accepted by authorized and non-authorized users.
  ➤ Authorized users do not have access to close a customer's account, with the one exception of an executor of an estate/representative designation or power of attorney status in the event of an account holder's death.

Link to Technical Writing for Authorized user process: https://amerigas.us.newsweaver.com/19w0llnq15/csvngwonoqk

𝐂𝐑𝐌 - 𝐀𝐝𝐝 𝐚𝐧 𝐀𝐮𝐭𝐡𝐨𝐫𝐢𝐳𝐞𝐝 𝐔𝐬𝐞𝐫

Account contacts can be added at the Sold-To or Ship-To level

  ➤ Click on the Related Contacts - ellipses button
  ➤ Choose New Account Contact
  ➤ Click on the Contact field and select + New Contact
  ➤ Enter Name of Authorized User
  ➤ Enter Contacts role
  ➤ Enter email address
  ➤ Enter phone number
  ➤ Click Save and Close
  ➤ Check the Authorized User box
  ➤ Click Save and Close

𝐂𝐕𝐢𝐞𝐰 - 𝐕𝐢𝐞𝐰𝐢𝐧𝐠 𝐚𝐧 𝐀𝐮𝐭𝐡𝐨𝐫𝐢𝐳𝐞𝐝 𝐔𝐬𝐞𝐫

Account contacts added in CRM will be display under both Sold-To and Ship-To Customer Details in CView.

The Authorized User then needs to be added in the CView Notes button under CONT - Contact Update.

Site Information Change is only available on the Ship-To account.

  ➤Driving Direction notes (DDIR) - Instructions for the driver to help him/her find the customer's delivery location.
  ➤ Permanent Delivery Instruction notes (PDIN) - Items a driver or service tech need to be aware of when accessing the customers delivery location.
  ➤ Purchase Order Number (PONU) - When a Purchase Order Number needs added to the customers account. This note class should only be used for purchase orders that stay the same for multiple deliveries.

𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐀𝐝𝐦𝐢𝐧𝐢𝐬𝐭𝐫𝐚𝐭𝐢𝐨𝐧 - 𝐃𝐞𝐚𝐭𝐡/𝐏𝐨𝐰𝐞𝐫 𝐨𝐟 𝐀𝐭𝐭𝐨𝐫𝐧𝐞𝐲

Customer called requesting to add themselves as the Power of Attorney.

  ➤ Written consent to be an authorized user on the account from the account holder (must be over 18 years of age)
      ❖ Note: Verbal is acceptable, but not preferred.
  ➤ This is for residential accounts only.
  ➤ If the customer calling states that they have executor of estate/representative designation or power of attorney status, please request that the caller email paperwork to customersupport@amerigas.com
      Or mail the paperwork to:
           PO Box 45264, Westlake, OH 44145
      ❖Note: Add a note to the account that the paperwork is being mailed and who called in.