GPP Contract Cancellation or Customer Opt-Out

Can a customer opt-out or cancel these programs?

     ➤ If a customer cancels the contract for a reason other than "move-out" before the end of the contract term, there will be a $150 early termination charge.
     ➤ When the contract auto renews in June there is a 30-day grace period where the customer can opt-out of the new contract term without a cancellation fee.
     ➤ If the customer is cancelling their GPP contract due to a "move-out," they are not responsible for the $150 termination fee. The fee will still be automatically charged in SAP, and you will need to credit the fee in this scenario.

If a renewal customer wants to switch to a different GPP, what steps should I take?

     ➤ Remove the customer from the current GPP program and enroll the customer in the requested GPP program

Important: You must make the start date the following day to enroll the customer in the new program 
** Since the customer wants to switch from one GPP to another GPP, do not apply the $150 early termination fee

Gallons Used on a PreBuy Contract
The contracts tile in Cview will show:
➤ The PreBuy credit balance remaining
➤ Fixed contract price
➤ Total contract approximate gallons
➤ Total contract value
➤ Contract gallon usage


Customer Experience Advocate (CXA) Quality Score Card
Part 3
Going the Extra Mile (GTEM) | +4% (1 per call)
1. When callers don't pay the full amount due, or you see several late payments on the account, without the caller having to ask, inform them about payment plans/arrangements/Convenience Pay/ GPPs
2. If an Auto-Fill customer runs out of propane, dig in to determine the root cause like additional appliances, guest staying in the home and other
things that could explain an increase in usage. 3. Assisted customer with online concerns by accessing MyAmeriGas Admin and guiding the customer towards a solution.
Disqualifiers | 0
1. Did not properly handle a safety issue/ read the appropriate safety script verbatim
2. Visited a non-business-related website
3. Failed to release a "dead call" (no customer on the line) within 30 seconds. Failed to allow the after-call survey to initiate. 4. Released/abandoned/ignored/dropped a call
5. Displayed or used profanity, rude/condescending/arrogant words, or tone
6. Refused to escalate when customer demanded/insisted to do so
7. Made account changes/ provided sensitive information for a non-authorized user
8. Did not use Eckoh procedure to run credit cards (verbally obtained credit card number)
9. Did not create/update/ correctly disposition a CRM Case. Did not create the correct Case.
10. Did not check/uncheck the FFID for delivery request when required
Refer to the Quality Standards Guide for explanations and examples of each category on this scorecard.


Going the Extra Mile
When callers don't pay the full amount due, or you see several late payments on the account, without the caller having to ask, inform them about payment plans/arrangements/Convenience Pay/ GPPS:
"Mr. Jones, we can split your bill into four payments, at no charge, for your convenience."
If an Auto-Fill customer runs out of propane, dig in to determine the root cause like additional appliances, guest staying in the home and other things that could explain an increase in usage:
"Mr. Jones, I apologize that we failed to keep your tank full. I'd like to determine what might have caused this to happen to avoid future occurrences. Have you added any new propane appliances, have additional folks in the home using propane, or had a need to increase propane usage recently?"
Assisted customer with online concerns by accessing MyAmeriGas Admin and guiding the customer towards a solution:
"Mr. Jones, I'll be happy to walk you through the online process to make sure that you are comfortable performing it going forward."

Disqualifiers
The following behaviors are unacceptable and will result in a call evaluation score of zero (0).
1. Did not properly handle a safety issue / read the appropriate safety script verbatim
2. Visited a non-business-related website
3. Failed to release a "dead call" (no customer on the line) within 30 seconds. Failed to allow the after-call survey to initiate.
4. Intentionally released/abandoned/ignored/dropped a call
5. Displayed or used profanity, rude/condescending/arrogant words, or tone
6. Refused to escalate when insisted/demanded to do so
7. Made account changes/provided sensitive information to a non-authorized user 8. Did not use Eckoh procedure to run credit cards (verbally obtained credit card number)
9. Did not create/update/correctly disposition a CRM Case. Did not create the correct case.
10. Did not check/uncheck the FFID for delivery requests when required