Call Flow (Kath)

Greetings • Thank you for calling AmeriGas, You are speaking with (Your Phone Name) , How can I help u today?

A.E.R (Acknowledge, Empathy and Rest Assured) • I do understand (A) • I'm so sorry and I apologize (Use this in the right scenario) • Since u got me on the line.... Rest Assured I can def help u with that.

Pull Up • Name • Contact Number • Account Number • Email Address • Address

(Probe Question to get the main concern or exact concern)

Resolution

Timecheck (Ask for further assistance) • Is there anything else I can help you with?

Recap • Just a quick brief summary of what happened (what we did) ...... (summarize what u did or what u and cx talked abt)

SSO • B4 I let u go (Cx's Name), I'd like to introduce the benefits of our website, It's www.MyAmerigas.com, By signing into your acc, U can Pay Your Bill, Review your delivery history and upcoming deliveries and Monitor Your Usage when u enroll to Automatic Delivery.

Satisfaction Question • My goal is to ensure your satisfaction, Have I resolved the reason of your call today?

Value Statement and Closing • Thank you for being a valued customer of AmeriGas. Again, My Name is -----Have a great day!

PROPER HOLD PROCEDURE Ask for permission, Provide the duration of hold you're asking and Educate customer of the reason for hold.

Ex. Can I place this call on hold for a minute or two.... (provide the reason of hold)