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!