SCRIPT
Customer Service Representative (CSR): Thank you for calling ABC Fuel Company, this is Jane, how can I help you?
Oilheat Customer (OHC): This is Mrs. Doe; I’m calling regarding my oil bill.
CSR: Can I please have your telephone number or address, Mrs. Doe, so I can look up your account?
OHC: 333-444-5555
CSR: Okay, just let me verify I have the right account: Jane Doe, 4548 Wellington Ct., Richmond
OHC: That’s me.
CSR: How can I help you today, Mrs. Doe?
OHC: I’d like to know why my oil bill is so expensive.
CSR: Unfortunately, the price of energy has increased tremendously over the last few
months ... (Doesn’t finish because customer interrupts)
OHC interrupts: I understand that, but I truly cannot afford this type of bill after each delivery.
CSR:
Let me try to help. Do you have a few moments to discuss some options,
and figure out if we can help reduce your heating costs?
OHC: Okay, but I don’t have a lot of time.
CSR: Well,
taking a quick look at your account I see that you burn 1100 gallons a
year and pay after each delivery. I understand how difficult that can
be. Have you ever considered using our convenient monthly payment plan
to spread you payments evenly throughout the year?
OHC:
No I haven’t but that sounds like a good idea. However, that is not
going to lower my bills, isn’t there something I can do to really save
money?
CSR: Yes
there are ways to save money Mrs. Doe. Having your system tuned-up on a
regular basis can reduce costs. If you’d like I can up arrange to send
one of our energy specialists over at a time that’s convenient for you.
We’ll perform a tune-up, evaluate your heating system and suggest some
affordable upgrades to reduce your heating bills.
OHC: Let me think about that. How much does it cost?
CSR: The
charge is $X plus parts, normally the total is about $X. Would you like
me to schedule a tune-up and set you up on a monthly payment plan?
OHC: Not yet. How much would the monthly payment plan be?
CSR: Based on current prices and your estimated use, it would be $x per month.
OHC: That’s still a lot, what else?
CSR: I
think the best option is to start with the tune-up. When our energy
specialist is there, he can inspect your system, and provide you with
options on new equipment that could reduce your heating cost. In some
cases our customers have invested in new heating systems and seen oil
usage fall by as much as 40 percent.
OHC: Is there anything I can do in the meantime?
CSR: We
can all reduce oil consumption by making a few minor adjustments in our
lifestyles –washing clothes in cold water instead of warm/hot water and
taking shorter showers will save you a few dollars.
Another
inexpensive option is to add insulation to you home, this will help
keep your home cool in the summer and warm in the winter., In our area,
the attic insulation should have an R Value of 49 this is about 15
inches in your attic. If you measure the insulation and it is much less,
adding a layer will be money well spent. If you’d like I can recommend a
contractor to do that for you.
OHS: I’ll check on the insulation. Anything else that might be cheaper?
CSR: You
can have programmable thermostats installed in your home; they can
reduce your bills by several percent and only require an investment of
$X.
OHC: That sounds like a good idea, can it be done at the same time as the tune-up?
CSR: Yes Mrs. Doe, it can. Let me set up an appointment that’s convenient for you, does the morning of Friday, July 25 work for you?
OHC: Yes that would be fine.
CSR: Okay,
we’ll call you the day before to remind you about the appointment. By
the way, would you like me to go ahead and set up a monthly payment plan
for you?
OHC: Yes, I think that will help.
CSR: I’ll set that up today. Is there anything else I can help you with?
OHC: No, I think that’s all for now.
CSR: Thank you for being our customer and have a good day.
OHC: Thank you; you too.
*(for R Values go to http://www.ornl.gov/sci/roofs+walls/insulation/ins_16.html)
ADDITIONAL INFORMATION
LIHEAP
is a plan that helps with the bills of families who are in need, but be
careful when offering this option it may offend some customers and the
programs are limited. You should tell the customer that there are some
government programs designed to help with energy costs, and ask if they
would like help accessing them, or would like a contact number.
Facts and Additional Information
According
to the EPA and DOE, choosing ENERGY STAR and taking steps to optimize
the performance of your heating equipment, you are helping to prevent
global warming and promoting cleaner air while enhancing the comfort of
your home.
According
to the DOE Heating and cooling account for 50 to 70% of the energy used
in the average American home. Inadequate insulation and air leakage are
leading causes of energy waste in most homes. Insulation saves money
and our nation's limited energy resources, makes your house more
comfortable by helping to maintain a uniform temperature throughout the
house, and makes walls, ceilings, and floors warmer in the winter and
cooler in the summer.
According
to the U.S. Department of Energy Efficiency and Renewable Energy (EERE)
you could save as much as 10% a year on your heating and cooling bills
by simply turning your thermostat back 10% to 15% for 8 hours. You can
do this automatically without sacrificing comfort by installing an
automatic setback or programmable thermostat.
Money
Magazine reports that upgrading an Oilheat system could "save you more
money than any other home improvement project" and concludes that "the
cost of converting would probably be higher than the savings." Indeed,
money spent to upgrade a heating system or replace it with a modern,
high-efficiency model can reduce fuel consumption by 40% or more. At
today's prices, that's like reducing the cost of every gallon of Oilheat
by $1.60!*
*assumes a cost of $4.00/gallon
LIHEAP
is a plan that helps with the bills of families who are in need, but be
careful when offering this option it may offend some customers and the
programs are limited. You should tell the customer that there aresome
government programs designed to help with energy costs, and ask if they
would like help accessing them, or would like a contact number.
Sites for Information
www.Oilheatamerica.com
www.Eia.doe.gov
www.Aceee.org
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