UGI Call Center Team Builds Customer Service Skills Through Field Training

When a phone call comes into UGI, it’s one of more than 100 members of the Customer Care team who respond and help with all service- and safety-related matters. Now the team is taking part in additional field training to see, up close, more of the issues customers could report.

UGI’s Learning Center, which already serves as a training resource for other employees and contractors, is now where the Customer Care team members are strengthening their customer service skills.

The center and its teaching staff provide real energy service scenarios that help the Customer Care team better understand how customer calls they receive translate to field service visits.

“This extra level of training for our Customer Care team gets them out from behind the phone and in front of service situations that they may have to help our customers navigate.  It is great to be able to leverage an exceptional facility in providing ongoing development training to our Customer Care team,” says Dan Adamo, Vice President of Customer Relations.

All members of the Customer Care team will take part in the training to learn more about UGI’s distribution system and the safety protocols involved in delivering natural gas to customers.