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11/04/2022 Notes

How our customers use propane

Railroad/Agriculture/Orchard

Tank and Cylinder Delivery Abbreviations BLK (Bulk) Indicates the customer has a bulk tank that is filled, and the customer is billed by the gallon.

BGL (Spray fill by gallon) Indicates the customer has cylinders that are Spray filled, and the customer is billed by the gallon.

BCL (Spray fill by Cylinder) Indicates the customer has cylinders that are spray filled, and the customer is billed by the numbers of cylinders filled.

CEX (Cylinder Exchange) Indicates the customer has cylinders that are exchanged when empty and is charged for the number of cylinders exchanged.

Customer Journey

Key Roles Within Customers Lifecycle - CES

Customer Experience Advocate

CXA Role and Responsibilities Respond > Respond to and process all customers calls in a prompt and professional manner.

Determine > Determine the probable nature of each call by listening carefully, researching customer records and asking questions for clarification.

Communicate > Communicate clearly and respectfully with callers restating information when necessary to ensure the customer's understanding.

Acknowledge and Resolve > Acknowledge and resolve customer concerns; promptly escalate complaints when needed.

Process > Process orders, forms, applications, requests, and payments accurately.

Document > Keep records of customer interactions. transactions, comments and complaints by recording clear, complete and concise documentation incase management logs.

Specialty Teams Vermont - Customer in the state of Vermont have specific rules, mandates and laws about how their accounts are handled. These customers are routed to a team specifically designated to handle the calls.

LIHEAP - Low Income Heat and Energy Assistance Program. Local state, charitable and government agencies requesting service/deliveries for customers approved for resources outside of AmeriGas. These customer are routed to a team specifically designated to handle the calls.

Meters - Metered accounts have a wide range of process requiring access to maintain the accounts functionally and accuracy

Resolution - Works as a 1st escalation point for customers with immediate needs for complaints

Emergency - 24/7/365 access to a gents specifically trained to handle and dispatch emergency calls

Chat/Email - Addresses customer concerns raised through email and chat communication options

Customer Advocacy - Handles escalation requests from Social Media, Letters, calls or emails to Executive Leadership, Better Business Bureau and Attorney General

AmeriGas Terminologies and Acronyms At AmeriGas, we have a lot of terms and acronyms that you will want to become familiar with to help you better serve our customers and understand our business. We will be discussing these throughout the next few weeks of training.

Examples we have already covered are: ACE - AmeriGas Cylinder Exchange Cage - A cage is a unit that houses AmeriGas Cylinders at customer locations. Cages are different then the automated ACE vending machine kiosks.

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.

Call Handling ➤ Additional Safety Advantages ➤ Visual Safety Inspections of tanks with every delivery ➤ Remote Shut-Off Devices on delivery vehicles ➤Twice Daily Vehicle Inspections ➤ Employees Trained exclusively in propane and propane systems per ➤ National Pro Association standards ➤ Strict compliance to all Federal, State, and local regulations ➤ Sponsorship of website devoted exclusively to safety (propanesafety.com) ➤ Drug testing and security background checks for all CDL licensed personnel ➤ Routine inspection and recertification of all tanks and cylinders ► Office of Pipeline Safety (OPS) systems compliance

Customer Experience Advocate (CXA) Quality Score Card Part 1

Service Behaviors | 12% 1.1 Always projected care, positivity, patience, willingness to assist, and friendliness. Service Behaviors

First Impression | 18% 2.1 Delivered a welcoming, pleasant greeting with good tone & pace that included thanking 3% 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 3%

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) 5%

2.4 Obtained account access information using the either-or approach that included the account number and other acct. access source like phone #/address/customer name 2%

2.5 Obtained and used the caller's name (attempted to avoid pronouns like M'AM & Sir) 5%

Call Handling | 56% 3.1 Verified account name/ship-to address/cell #/ email with account owner/ authorized user

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)

  2. 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.

  3. 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

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

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

Example: 'I'm happy to assist you with making a payment. First, may I have your account number or delivery address so I can review your account?"

First Impression

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

Call Handling 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

Call Handling

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.

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 RED asterisk*, Best Contact Number and ➤ Reported By ARE REQUIRED fields in the Case Summary tab.

Navigation Bar - PART 1

The navigation bar includes tabs that are visible in each CRM