Order Types
Name the ER Order Type:
Customer calls stating their meter is smoking or possibly on fire.
Fire
"So my garage smells every time I run hot water, similar to rotten eggs, but then it goes away. Is that Normal?"
What do you do?
Submit an Odor Inside
Who can call in an emergency?
ANYONE
If a customer is calling regarding a high bill complaint and mentions that they have been smelling gas near the basement door.
What do you do?
Immediately enact Emergency Protocol and create an Odor Inside S/O.
Adv the customer they can contact us back after emergency has been investigated and we discuss the high bill issue at a later time.
What is the name of the Odorant added to Natural gas to give it that 'Rotten Egg' smell?
Mercaptan
In order to avoid damaging underground lines, Who do we recommend customers call prior to digging?
8 1 1 - Call Before You Dig!
Name the ER Order Type:
A Customer calls bc they got home and smelled gas when getting out of their car outside, and while talking to you they state they can also smell it in the kitchen.
Odor Inside
"I just got home and my Meter looks like its leaning to the side but seems okay, can I get someone to come check it out?"
What do you do?
Submit a Meter Knock Down
What is one testing method technicians use when looking for a leak?
• Soap bubble test
• Bar hole testing
• CGI indicator
If a call is disconnected after a customer reports an emergency but hasn't completed the scripting what should we do?
NEVER call the customer back!
Create the Service Order with the information we were able to obtain.
at 25%-30% of gas in the air can cause what Symptom's?
Ringing ears, Euphoria, Unexplained behavior responses
We (Customer Service) are the
___ __ _ ___
against natural gas disasters.
first line of defense
Name the ER Order Type:
Customer states they were walking their dog and nearly tripped in a hole that had an uncovered pipeline near the bottom.
Exposed Line
If the customer was digging → Hit Line
If the customer saw damage to the line → Hit Line
If there is any gas odor → Odor Outside
"I was digging to prep for a new driveway and now...I don't know what I did but I can definitely smell gas and I hear a weird noise in my yard like its hissing at me!"
What do you do?
Submit a Hit Line
What is the ETA for Tech Arrival w/ Emergency Orders?
We cannot provide an ETA for technicians. The nearest technician will be dispatched to the emergency premise ASAP.
If we have an exact premise for the emergency but there is no active BP attached, what do we do?
Use the Dummy BP & Exact Premise!
Carbon Monoxide is Lighter or Heavier than air?
Lighter than air
Explain the reason why we do not call the customer back if the line is disconnected during an ER Call.
Use of a phone around a gas leak could cause ignition.
Name the ER Order Type:
Customer states they were walking their dog and nearly tripped in a hole that had an uncovered pipeline near the bottom.
Exposed Line
If the customer was digging → Hit Line
If the customer saw damage to the line → Hit Line
If there is any gas odor → Odor Outside
"I was digging to prep for a new driveway and now...I don't know what I did but I can definitely smell gas and I hear a weird noise in my yard like its hissing at me!"
What do you do?
Submit a Hit Line
If we have an exact premise for the emergency but there is no active BP attached, what do we do?
Use the Dummy BP & Exact Premise!
What should the LAC Notes for an ER Call contain?
The caller's name, the ER Type, the S/O#
TT Sally - Submitted Hit Line SO: 30015646
Natural gas is Highly ____, and accumulation can result in fire or explosion.
Flammable (or combustible)
Incorrect or Poorly Handled Emergency Calls are reported to whom?
The PUC - Public Utilities Commission
Name the ER Order Type:
Customer states the vegetation around their meter is dying and seems sick and has noticed a heavy concentration of Insects clogging the dials.
Odor Outside
These are the Visual indicators
"Im unsure if I should be calling you, forgive me I dont feel very good, but I found some soot and yellow staining around my Hot Water tank, and the gas flame looks odd"
What do you do?
Carbon Monoxide
Copy only the ____ from ER Scripting and paste them directly into the S/O Notes.
Questions
Due to the character limit in the service order, no data will be passed to the technician if anything more than the questions and answers are in the notes.
A customer reports an Emergency at their home, but states that no one can be there to meet the tech and wants to wait.
What do we do?
Create the Emergency service order and advise that if nobody is at the premise when the tech arrives he will turn off the gas until someone will be available for him to finish the investigation.
at 75% gas accumulation in the air what symptoms will a person experience?
Immediate incapacitation. Death will occur in minutes.
When you get an emergency call..
Do: (Name the 6 Do's for ER Calls)
• Stay Calm
• Control the Call
• Listen Carefully
• Communicate Effectively
• Handle the Interaction Efficiently
• Pay attention to your work!