AGA XH9703 : 1997

I. INTRODUCTION
     Chapter Review
II. PREPARING FOR THE WORK DAY
     Personal Appearance and Illnesses
     Equipment
     Service Order Information
     Computer Aided Dispatch
     Attitude
     Operation of Company Vehicles
     Appointments
     Call Ahead
     Make Sure You can Communicate
     Chapter Review
III. VISITING THE CUSTOMER'S HOME
     Park Vehicle Properly
     Smoking
     Inner-City Problems and Consideration for
       Non-English Speaking Customers
     Pets
     Identification, Entrance and Attitude
     No Adult at Home - What to Do
     Customer Under the Influence or Threatening
     Respect for Customer's Property
     Be Alert
     Irate and/or Dissatisfied Customer
     Questions and Answers
     Careful in Speech
     Industry Terms and Lingo
     Diagnosis and Repair
     Unsafe Condition
     Leak Calls
     Protocol for CO Checks
     Fire, Rescue and Police Cooperation
     Information on Energy Efficiency Savings
     Information on Safety of Gas Appliances
     Interior and Exterior Clean-Up
     Gratuities
     Customer's Telephone and Bathroom
     Chapter Review
IV. TELEPHONE AND RADIO CONTACTS
     Answering the Call
     Listen Carefully
     Avoid Slang or Technical Language
     Transferring Calls
     Returning Customer Calls
     Voice Mail Procedures
     Terminating the Call
     Out-going Calls
     Cellular Telephones and Use of Radios
     Special Needs of Disabled Customers
     Chapter Review
V. CUSTOMER VISITS TO COMPANY OFFICES
     Personal Appearance and Greetings
     Interruptions
     Purpose of Visit
     Customer Reaction
     Do Not Criticize Your Organization
     Directing Customers
     Summarize Results and Extend Farewell
     Customer Bill of Rights
     Chapter Review
VI. WRITING TO CUSTOMERS
     Prepare Your Response
     Conversational Style
     Answering Customer's Questions or Complaints
     Answer the Question
     Prompt Reply or Acknowledgment
     Keep It Positive
     Chapter Review
VII. SPECIAL UTILITY CONSIDERATIONS
     Off For Bill
     Turn On, Collecting Payment
     Requests and Interviews By the News Media
     Remote Meter Reading
     Chapter Review
VIII.PROMOTIONAL EFFORTS
     Additional Burner-Tips
     Special Uses of Gas
     Contract Services
     Chapter Review
IX. ANSWERS TO CHAPTER REVIEWS