Page 15 - jan-feb2022

Help Your Front-Line Staff

Service Customers in Need

ront-line employees have their hands full this time of Learning Center at propane.com, you’ll find a few modules
year. Customer service representatives take care of designed for improving customer service skills in the sec-
customers who call or visit, while service technicians tion titled Office Personnel: Safety and Sales for Customer
Fand drivers in the field interact with propane users Service.
every single day. Together, they are the face of your compa- One of those learning modules is ‘Handling Safe-
ny. ty-Related Phone Calls.’ Reviewing that program is a great
This winter especially, they are likely getting some way to remind CSRs of the vital role they play in customer
tough feedback and questions about the price and availabili- and employee safety. Topics covered in the 60-minute ses-
ty of propane. sion include:
Here are some facts and observations that your em- •Odor complaint calls
ployees might consider sharing with customers during those •Gas leak instructions
discussions: •Carbon monoxide calls
•The United States is the world’s leading producer •Interruption of service
and exporter of propane. •Importance of documenting calls
•The price of virtually everything, including pro- •Information on lighting pilots
pane and all other energy sources, is higher this winter on Another module for all employees is ‘Expanding
average. Residential Sales through Customer Service.’ The fact is,
•Energy demand in the United States and around virtually every interaction with a customer or prospective
the world is rising quickly, creating challenges for energy customer is an opportunity to find a propane solution that
producers and retailers of all kinds – including propane com- meets their needs. Topics covered in the 90-minute session
panies. include:
•U.S. transportation infrastructure is being tested •Local residential market opportunity
this winter, with high demand for truck, rail, barge, and •Propane as a whole-home solution
pipeline delivery. •Propane’s benefits
As always, you want to help customers avoid the •Uncovering a customer’s true needs
costs, inconvenience, and safety risks associated with run- •Matching customer needs
ning out of propane in the hectic winter season. •Showing value in the solution
A conversation about price and supply also creates And especially for your newer staff members, the
an opportunity to talk about how you can help your cus- 25-minute ‘Safety Introduction’ module gives valuable guid-
tomers stay safe and warm all winter with some affordable ance on these propane fundamentals:
options. Review your company policy for specifics in how •Promote propane and its products
you can best help customers in need. •Help customers through safety-sensitive calls
Of course, employees in all positions get questions •Handle new customer calls
on a wide range of other topics, too. That’s why PERC has If your team can spare a few minutes at this very
created online resources that your team can access whenever busy time, reviewing those training materials could help
is most convenient for them on their laptops, phones, iPads boost their confidence and performance when serving cus-
or tablets. tomers – and go a long way toward making this home-heat-
In the Industry & Market Training section of The ing season a success for you, and your company. ■

15 Alabama Propane Gas Association | January / February 2022