What is Propane? Propane is also referred to as liquefied petroleum gas, often shortened to "LP gas" or "LPG". It's an alternative fuel that's a byproduct of natural gas processing and petroleum refining. It's safe, clean, powerful, and reliable-and it's powering homes and businesses all over the world. Properties of Propane Propane has no smell Colorless, odorless, and tasteless Odorant is added Propane as a liquid Boiling point at -44° F To stay as a liquid, it needs to be stored under pressure Propane is lighter than water Propane as vapor Propane vapor is 1 ½ times heavier than air It settles into low lying areas When released into the air it expands 270 times it's original volume Miscellaneous Liquid propane expands 17 times more than water with temperature changes Propane vapor is heavier than air, but propane liquid is lighter than water Achieves stability in tanks 3 kinds of transportations of Propane Rail Transport pipeline Our Commitment to Safety ➤ Our commitment to safety is unmatched. ➤ At AmeriGas, safety is our highest priority. ➤ We are dedicated to the safety of our employees, customers and the general public, and full compliance with applicable statutes, regulations and ordinances. Residential • Heaters • Furnace • Water Heater • Stove • Fireplaces • Pool • Patio Heaters • Grills • Generators Commercial and Industrial • Forklift • Business Heat • Builders • Torches • Dispensers • Patio Heat • Stove/Oven • Generators • Firepits • Auto Gas Agricultural • Chicken Houses • Orchard Heat • Barn Heat • Crop Drying • Greenhouses • Generators • Weed Burners • Irrigation AmeriGas Cylinder Exchange (ACE)/Cynch • 20# Cylinders • Vending Machines • Grills • Patio Heaters • Portable cookers • Fire pits What is a Propane Tank? Propane tanks are the storage containers for propane in its liquid form and are available in many different sizes being engineered and designed for propane containment at high pressures. 1000 Gallon Tank Dimensions: 16' 2" long and 41" in diameter Uses: Home heating for larger square footage homes or homes with all appliances running on propane. Large commercial appliances and heating, fleet and transportation refueling. A 1000 gallon propane tank holds 800 gallons when full. 500 Gallon Propane Tank Dimensions: 9' 11" long and 37.5" in diameter Uses: Primarily used for home heating or homes with 2-3 propane appliances such as supplemental or space heaters, hot water heaters, and generators. Commercial applications include heating, temporary heating, cooking, and a variety of agricultural applications. A 500 gallon propane tank holds 400 gallons of propane when full. 250 Gallon Propane Tank Dimensions: 7'10" long and 30" in diameter Uses: Supplemental heating or 2 home appliances including water heaters, generators, and pool heaters. A 250 gallon propane tank holds 200 gallons of propane when full. 120 Gallon Propane Tank Dimensions: 4'6" in height and 30" in diameter Uses: 1-2 residential appliances. Commonly used for a hot water heater or space heater alone, or with another small appliance like a dryer or cooktop. Commercial uses include dry cleaning, temporary heating, commercial cooking, and heating smaller spaces. A 120 gallon propane tank is also commonly referred to as 420 lb propane tank. 120 gallon propane tanks hold 96 gallons of propane when full. American Society of Mechanical Engineers (ASME) Aboveground Tank Float Gauge/Dial Gauge - percentage of the tank Service Valve/Regulator - On/Off of the tank Righty Tighty Lefty Loosey Filler Valve - Fill the tank Fixed Maximum Liquid level gauge - 80% or not Vapor Equalizing Valve What is a Propane Cylinder? •Cylinders range widely in size and use. •Cylinders fall into two groups of propane service, liquid and vapor. • Unlike tanks which are part of a stationary installations, propane cylinders are portable storage containers. •100#, 200#, 300# and 420# cylinders can also be part of a stationary installations and would be treated as bulk in some situations. 20 lb Propane Tank(Cylinder) Dimensions: 1' 6" in height and 1' in diameter. Uses: Propane grills, generators, patio heaters, and other outdoor equipment. 20 pound propane tanks are often referred to as grill cylinders and hold 4.6 gallons of propane when full. Meter Single 1 Meter Per house Multiple 1 Meter per apartment Bulk Propane Delivery Trucks Bobtails 2800 Truck - country side North Carolina, Ohio 3000 Cylinder Delivery Trucks Cylinder Exchange Motor Fuels Service Trucks Upto 1000Gallon Tank To install and to remove tanks Used most in commercial Propane Terminal 30000 Gallon Capacity Each above ground District Storage Location PTI Propane Transport International Dispenser Pump Stations Railroad Propane Usage National account Introduction to AmeriGas Commitment to Quality Customer Service • Since 1959, AmeriGas' vision has been to provide the safest, most reliable, and most responsive propane service in the nation. We use the size of our organization to our customers' advantage every day. We stay true to our grass roots by offering the friendly smiles and personal attention found at local family businesses. • AmeriGas recognizes value in the use of excellent telephone skills. All customer interaction units have adopted the standards of excellence for all employees. By following these standards, you will not only assist with our quality customer service objectives, but you will save yourself time and enhance your value to the company and the customers you serve. • While interacting with customers and co-workers, it is important to use these skills consistently. Based on the commitment to quality and safety outlined in the AmeriGas vision, each of us has a responsibility to ensure that every customer has a positive experience each time they contact any department at AmeriGas. • This training provides basic customer interaction techniques that are proven to work. Through routine use of these techniques, you will develop the ability to be successful in delivering quality customer service consistently. Who is Amerigas? Over 1Billion retal gallons sold per year FOunded in 1959 1.7 Million Customers We are the nation's largest retail propane distributor 30th Largest fleet in America with over 8600 total vehicles AMerigas Core Values AmeriGas has a core set of six values that provide the foundation for who we are and how we operate. We believe that sustainable, reliable and affordable energy solutions are a necessity for our customers and communities. We strive to deliver this fundamental need, while enhancing the quality of life of our employees, customers and the communities we serve. Safety Respect Integrity Responsibility Reliability Excellence Railroad/Agriculture/Orchard Orchard: Identify that this customer is an Orchard account by noticing the Apple icon on the customer's account. Railroad: Identify that this customer is a Railroad account by noticing the Train icon on the customer's account. Agricultural: Identify that this customer is an Agricultural/ Orchard account by noticing the Tractor icon on the customer's account. Three types of very important accounts are Orchard, Railroad and Agricultural. Orchard, Railroad and Agricultural accounts require same day, or within a few days service. It is vital they get their deliveries within a timely manner, so their business is not shut down. These accounts should always be handled as priority delivery customer situations. All customer calls from Orchard and Railroad accounts are transferred to National Accounts Any National Account Customer Call Provide 888-528-9475    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 number 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 ➤ Inside Sales Center ➤ Service ➤ Delivery ➤ Business Services ➤ One Call Center Operations Key ROles within CUstomer Lifecycle CES Inside sales Business services Customer experience Advocate Delivery Coordinator Service Coordinator CXA Role nad responsibilities Respond Respond to and process all customer 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 in case management logs Specialty Teams Vermont - Customers in the state of Vermont have specific rules, mandates and laws about how their accounts are handled. These customer 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 processes requiring access to maintain the accounts functionality and accuracy Resolution - Works as a 1st escalation point for customers with immediate needs or complaints Emergency - 24/7/365 access to agents 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 Propane Gas 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