𝓒𝓪𝓵𝓵 𝓕𝓵𝓸𝔀 𝓑𝓮𝓱𝓪𝓿𝓲𝓸𝓻

𝓒𝓾𝓼𝓽𝓸𝓶𝓮𝓻 𝓔𝔁𝓹𝓮𝓻𝓲𝓮𝓷𝓬𝓮 𝓐𝓭𝓿𝓸𝓬𝓪𝓽𝓮 (𝓒𝓧𝓐) 𝓠𝓾𝓪𝓵𝓲𝓽𝔂 𝓢𝓬𝓸𝓻𝓮 𝓒𝓪𝓻𝓭

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)

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

  2.5 Obtained and used the caller's name (attempted to avoid pronouns like M'AM & Sir)

𝐂𝐚𝐥𝐥 𝐇𝐚𝐧𝐝𝐥𝐢𝐧𝐠 | 56%

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

𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐁𝐞𝐡𝐚𝐯𝐢𝐨𝐫𝐬

● Soft Skills

  ➤ Soft Skills are behaviors, also known as "Interpersonal Skills" or "People Skills."
  ➤ Soft skills are more important over the long term than hard skills.
  ➤ Your positive tone and attitude, your communication and listening skills, your willingness to help and project care, and the ability to own the customer's experience are soft skills. 

● Listening Best Practices

1.1. Pay attention.

2.Give the speaker your undivided attention and acknowledge the message. Recognize that what is "not said" also speaks loudly.

1.2. Show that you are listening.

2.Convey your attention. Provide indicators that you are following, like “uh huh."

1. Provide feedback.

Based on the conversation, it might be appropriate to show empathy, apologize or get clarity on what was said. Reflect information given (paraphrase)

1. Don't interrupt.

It frustrates the speaker and limits full understanding of the message. Always allow the speaker the opportunity to express their information fully. This soft skill is especially important to allow emotional customers to let off some steam.

1. Respond appropriately.

An appropriate response to what was said might be an empathetic statement, an apology, or even a laugh! Active listening, avoiding distractions, and care for the caller's situation allows you to respond appropriately.

𝓕𝓲𝓻𝓼𝓽 𝓘𝓶𝓹𝓻𝓮𝓼𝓼𝓲𝓸𝓷

𝐒𝐭𝐚𝐧𝐝𝐚𝐫𝐝 𝐆𝐫𝐞𝐞𝐭𝐢𝐧𝐠 ➤ Thank the Caller ➤ Provide our Brand Name ➤ Provide your First Name ➤ Offer a Willingness to Assist

𝐏𝐫𝐞𝐩𝐚𝐫𝐞𝐝 𝐚𝐧𝐝 𝐑𝐞𝐚𝐝𝐲

Be ready to capture all information provided so that the customer does not have to repeat themselves.

  ➤ After you have given your first impression, the customer will share the reason for the call. They may also include their name, address, or account number.
  ➤ This may require the use of a system notepad or a writing pad.
  ➤ CRM Screens should be clear of the last calls data and be up and ready to capture the incoming information.
  ➤ Being prepared and ready for the call demonstrates professionalism and care.

𝐑𝐞𝐬𝐩𝐨𝐧𝐝𝐢𝐧𝐠 𝐀𝐩𝐩𝐫𝐨𝐩𝐫𝐢𝐚𝐭𝐞𝐥𝐲

  ➤ Show your willingness to assist
  ➤ Include the call reason in your response
  ➤ Apologize and Show Empathy when appropriate

𝐎𝐛𝐭𝐚𝐢𝐧 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐀𝐜𝐜𝐞𝐬𝐬 𝐈𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧

  ➤ IVR access
  ➤ Use either or method
  ➤ Account #, Phone #, Store #, or Delivery Address

𝐎𝐛𝐭𝐚𝐢𝐧 𝐚𝐧𝐝 𝐮𝐬𝐞 𝐭𝐡𝐞 𝐜𝐚𝐥𝐥𝐞𝐫'𝐬 𝐧𝐚𝐦𝐞

  ➤ Listen for how they introduce themselves and use that reference
  ➤ Avoid ma'am and sir, Mr., Ms., or Mrs.
  ➤ Avoid terms of endearment

𝓒𝓪𝓵𝓵 𝓗𝓪𝓷𝓭𝓵𝓲𝓷𝓰

𝐑𝐞𝐬𝐢𝐝𝐞𝐧𝐭𝐢𝐚𝐥 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐕𝐞𝐫𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧

  1. Ask the caller for the first and last name and delivery address on the account
  2. Ask the caller for their cellphone number and email address
  3. Confirm you are speaking to the account holder/authorized user

𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐢𝐚𝐥 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐕𝐞𝐫𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧

  1. Ask the caller for the name and delivery/service address on the account.
  2. Ask the caller for their telephone number.

*Most employees working in a commercial location may not have access to the company email. Email address verification is not a requirement for commercial accounts

𝓑𝓪𝓼𝓲𝓬 𝓒𝓡𝓜 𝓝𝓪𝓿𝓲𝓰𝓪𝓽𝓲𝓸𝓷- 𝓐𝓬𝓬𝓸𝓾𝓷𝓽 𝓐𝓬𝓬𝓮𝓼𝓼

Customer Relation Management (CRM)

Sales department will be the one going assist CX if they haven't account yet.

𝐈𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐯𝐞 𝐕𝐨𝐢𝐜𝐞 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐞

Sold to ● Its about biller or money, pricing concern and etc. ● Account number always start with 20 or 020

Ship to ● It's about with delivery and service ● Account number always start with 010 or 10

Sold-To or billing side of the account

  BILLING/AR
  ACCOUNT ADMIN
  COMPLAINT
  PRICING
  DISC. SERVICE
  LIHEAP
  GENERAL

Ship-To or Delivery Physical Address side of the account

  DELIVERY
  AVAT
  SERVICE

Opportunity Customer Non-customer

● Barriers to Effective Communication

● Project an Attitude of Service

Unified Service Desk

  *Office 365
  *Sign in and display
  *Log in
  *North America- UGIAMG UAT
  *Log in
  *os4541t351@amerigas.com
  *Account Search

𝐋𝐨𝐜𝐚𝐭𝐢𝐧𝐠 𝐀𝐜𝐜𝐨𝐮𝐧𝐭𝐬 𝐕𝐚𝐫𝐢𝐨𝐮𝐬 𝐖𝐚𝐲𝐬 When searching for the account in CRM there are multiple ways to locate the correct account.

  ➤ Name
  ➤ Address
  ➤ Phone Number
  ➤ Account Number

*type the account number and hit search (Just put information the CX provided) *Verify the account number since there are a lot of similar names

𝐋𝐨𝐜𝐚𝐭𝐢𝐧𝐠 𝐀𝐮𝐭𝐡𝐨𝐫𝐢𝐳𝐞𝐝 𝐔𝐬𝐞𝐫𝐬

  ● In CView, click the information button to view the contact person section for a list of Authorized Users.
  ● In CRM, review the Related Contacts section for lists of Authorized Users.

𝐈𝐧𝐢𝐭𝐢𝐚𝐥 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐀𝐜𝐜𝐞𝐬𝐬 Once the account has been found select the magnifying glass to view the customer's account.

𝓒𝓪𝓵𝓵 𝓗𝓪𝓷𝓭𝓵𝓲𝓷𝓰 - 𝓐𝓬𝓬𝓮𝓼𝓼𝓲𝓷𝓰 𝓽𝓱𝓮 𝓐𝓬𝓬𝓸𝓾𝓷𝓽

𝐕𝐞𝐫𝐢𝐟𝐲 𝐀𝐮𝐭𝐡𝐨𝐫𝐢𝐳𝐞𝐝 𝐔𝐬𝐞𝐫𝐬

It is always important to verify who you are speaking with to protect the privacy of the account holder and any designated authorized users. Do not provide account information until the caller is verified.

  ➤ Do not read out the Name on the account
  ➤ Do not read out the Address on the account
  ➤ After confirming Account Name and Address, we can read out the

telephone number and email

𝐖𝐡𝐚𝐭 𝐜𝐚𝐧 𝐚𝐧 𝐀𝐮𝐭𝐡𝐨𝐫𝐢𝐳𝐞𝐝 𝐔𝐬𝐞𝐫 𝐃𝐨?

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

*Payments on an account can be accepted by authorized and non-authorized users.

Account Record vs. CRM Case

  -The Account Record will display the customer's name.
  -The Case will display the customer's name, case type, and the date the case was created.

𝐁𝐢𝐥𝐥𝐢𝐧𝐠/𝐀𝐑

  •Billing Changes
  •Convenience Pay
  •Dunning/Collections
  •Fees and Rent
  •Incorrect Bill
  •Invoice Request
  •Payment Arrangements
  •Payment Inquiry
  •Refunds

𝐒𝐞𝐫𝐯𝐢𝐜𝐞

  •Call to Dig
  •Cancel Service Appt.
  •CO Detector
  •Fuel/Oil Spill
  •Gas Leak
  •Meters
  •Permitting
  •Request Service Appt.

𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲

  •Cancel an Order
  •Delivery Method Change
  •Delivery Request
  •Modify an Order
  •Proof of Delivery
  •Transport Request

𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐀𝐝𝐦𝐢𝐧𝐢𝐬𝐭𝐫𝐚𝐭𝐢𝐨𝐧

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

𝐏𝐫𝐢𝐜𝐢𝐧𝐠

  •Community Codes
  •Contract
  •Discounts
  •GPP
  •Pricing Inquiry/Quote

𝐎𝐭𝐡𝐞𝐫 𝐆𝐞𝐧𝐞𝐫𝐚𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭

  •Customer Site Question
  •District Site Questions
  •Fraud
  •Property Management
  •Special Project
  •T and C

𝐃𝐢𝐬𝐜𝐨𝐧𝐭𝐢𝐧𝐮𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞

  •Final Bill
  •Moving
  •Retention
  •Opportunity
  •Takeover Final Bill

𝐂𝐚𝐬𝐞 𝐓𝐚𝐛𝐬 𝐚𝐧𝐝 𝐅𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐬\

CRM Case Tabs and Functions either change, appear, or are available according to the case type chosen. Some tabs require specific actions that are also case type specific.

Navigation

The Navigation Bar includes tabs that are visible in each CRM case

Business Services Save and close: This will save save the the case and case and case will remain close out of the screen.

𝓐𝓬𝓬𝓸𝓾𝓷𝓽 𝓝𝓸𝓽𝓪𝓽𝓲𝓸𝓷𝓼

What to Notate: Notes should clearly and completely explain the customer's situation, actions taken and outcome.

When to Notate: Notes should be added during the call, or immediately after the call to ensure others are able to see the most current up-to-date customer interaction details.

𝓠𝓾𝓮𝓾𝓮 𝓟𝓻𝓸𝓬𝓮𝓼𝓼𝓮𝓼

All Cases either need to be resolved or added to the Appropriate Queue.

When to Queue: If the case needs to be sent to another department because you can not finish the request, or an action is waiting to be completed.

When to Resolve: If all work has been completed on the case, at the time of the call, resolve the case.

𝓒𝓻𝓮𝓪𝓽𝓲𝓷𝓰 𝓪 𝓒𝓪𝓼𝓮

When clicking the New Case Button, the initial required fields need to be filled in before saving the case. These required fields will have a red asterisk* on them.

  ➤ Customer - Auto filled in by the system
  ➤ Case Type
  ➤ Case Sub-Type (When applicable)
  ➤ Called in by Name of the person calling 
  ➤ Best Contact Number - The caller's best contact number
  ➤ Reported By - Use the drop-down menu in the field to select the appropriate option
  ➤ Origin - Defaults to Phone
  ➤ Description - Short version of the call reason

Though not marked with a asterisk*, Best Contact Number and Reported By ARE REQUIRED fields in the Case Summary tab.

𝓛𝓸𝓬𝓪𝓽𝓲𝓷𝓰 𝓓𝓾𝓹𝓵𝓲𝓬𝓪𝓽𝓮 𝓒𝓪𝓼𝓮

The Duplicate records found will pop-up when a CRM case is saved. If the duplicate case is related to the call reason, use the existing CRM case. If the case is not pertaining to the call reason, select Ignore and Save, and continue creating the new case.

𝓡𝓮𝓿𝓲𝓮𝔀𝓲𝓷𝓰/𝓤𝓹𝓭𝓪𝓽𝓲𝓷𝓰 𝓔𝔁𝓲𝓼𝓽𝓲𝓷𝓰 𝓐𝓬𝓽𝓲𝓿𝓮 𝓒𝓪𝓼𝓮𝓼

The active cases for the Ship-To and the Sold-To will be displayed in the Active Related Cases section on the customer's account. Look for any active (open) related cases that pertain to the customer's call reason. If there is a case already open for the same reason, update the existing case, instead of creating a new one.