CALL FLOW

START 1 OPENING SPIEL - Brand Name - Agent's Name - Ask for Assistance

2 PARAPHRASING/EMPATHY/OWNERSHIP - Acknowledgement - "I understand..." - Empathy/Ownership - "I am very..." - Reassurance/Sense of Urgency - "Rest assured that your problem will be my priority to solve."

          !!! ASK THEIR NAME !!!

IDENTIFY 3 PROBE QUESTIONS - Open-ended questions - Close-ended questions

       !!! HOLD PROCEDURE !!! 
          - Inform - "(CX'S Name), can I put this call on hold...."
          - Educate - "While...."
          - Acknowledge - 
          - Thank - "Thank you for patiently waiting....."

TAKE ACTION 4 PRESENT YOUR RESOLUTION - Involve the resolution - "Here's what we can do..." - RESOLVE!

EDUCATING 5 RECALL - short recap of the customer's concern - "short recap of why you called is that..."

6 OFFER FURTHER ASSISTANCE
- Do you have any concerns that I can help you with? - PUT RECOMMENDATION (OPTIONAL) -u can take advantage of visiting our website www.amerigas.com thru online

LASTING 7 SATISFACTION - Ask customer if they're satisfied - "Was I able to answer all of your concerns today?"

          - (CX's name), thank you for being a valued AmeriGas
             customer! Don't hesitate to call if you have additional 
             questions or concern. Again, my name is Kyle. Have a 
             great day!