UPDATED REASSURANCE FOR CUSTOMERS

• what do we tell them if they ask when they will receive their delivery

• do not share delivery messaging notes in critical notes

• do not provide within 7 days

wcl above %10 delivery taling points - review critical notes - verify if heat or non-heat - supply of days remaining - ENSURE ROUTE DATE - offer to switch customer to forecast if eligible - verify/sugest enrollment in sms alerts - offer automated pre route call call the night before delivery (*PR)

wcl below %10 delivery taling points - educate customer to call when the tank is at %30 - review critical notes - verify if heat - if customer is heat customer, expedite the order to priority 2 ( without fees) - if customer is non-heat customer, do not expedite - educate on supply days remaining - ensure tank is clear for drivers - verify/suggest enrollment in sms alerts - offer automated pre route call call the night before delivery (*PR)

wcl OOG delivery taling points - educate customer to call when the tank is at %30 - review critical notes -if customer is heat customer, expedite the order to priority 2 (without fees) // offer emergency delivery if available (with fees) -if customer is non-heat customer, place on expedited delivery (no fee) - ensure tank is clear for drivers - advise that someone over 18yrs old will need to be home - verify/suggest enrollment in sms alerts - offer automated pre route call call the night before delivery (*PR2)

2nd interaction: refer to team lead for guidance (team lead must notateCRM case that they assisted. If team lead is unsuccessful in helping the customer resolve their concern, transfer to Resolutions

Transfer immediately if - issue is unresolved in 14 or more days - Threaten to call media - Threated to post in social media - priority customer - heat accounts

3rd interaction: transfer immediately to resolution attempt to de-escalate once but if not transfer to resolution

Transfer immediately if - issue is unresolved in 14 or more days - Threaten to call media, legal, corporate, better business bureau - Threated to post in social media - priority customer - heat accounts

FCT delivery talking points - provide forecast reassurance - verify current tank percentage and provide current tank percentage - educate how forecasting program works - update appliances - ensure tank is clear for drivers - advise that someone over 18yrs old will need to be home - verify/suggest enrollment in sms alerts - offer automated pre route call call the night before delivery

- provide reassurance that they will receive delivery before OOG

FCT OOG delivery talking points - apologize and place delivery to emergency - advise that someone over 18yrs old will need to be home - provide timeframe within 24 hours - No run out guarantee (credit) (if OOG customer has called more than once transfer to resolution)

we have a metrics for transfer rate. would that affect our transfer rate if we transfer immediately to the resolution if it's in the points needed?

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