Purpose:

The purpose of this procedure is to guide us on how we can try to retain our customer prior to cancelling the service and on how we can process the cancellation if the customer still wants to proceed with it.

 

Procedure:

***It is very important that we try to retain our customer prior to cancelling the service.***

1. Try to retain the customer by asking the following Retention questions:

• Is there any particular reason?
• Did you know that your annual fee is paid up until?
• No cost to keep the service until then.
• Would you like us to email you tips on how to use service more effectively?
• Were you happy with the service?
• Removal automatically adds reason field that can't be left blank.

2. Before processing a removal, make sure to confirm with the customer the date of the removal and the location of the bin. Note: We highly recommend that the customer would give us a contact person with a phone or contact number together with the picture of the bin and on where it is located.

3. For PC Morning, GW and CM bin removal advise the customer to put the bin out by 5pm a day prior of the removal date.

4. If the request for the removal was by E-mail, make sure to get confirmation from the customer first regarding the date and bin removal before processing the removal.

5. If no reply was received after 24 hours please call the customer.

6. In case the bin is nowhere to be found or the customer can't locate the bin, process a "Lost Bin Fee".

7. Please refer to the Retention Script on the last part of this procedure.

8. Open the customer account in the AWM-Manage page.

9. Advise the customer that unfortunately the remaining annual fee cannot be refunded.

10. Process the bin removal in MYOB.

11. Go to Enter Sales.

 

12. Enter the customer's name.

 

13. Enter the number of bins to be removed, and on the item number enter REM_____ and the type of bin.

14. On the invoice date enter today's date and on the Customer P.O. Number enter the name of the person who requested for the removal.

15. The ship to address should be the address where we are removing the bins.

16. Fill in the Sales person as your name, "Ship Via" should be "Internal Courier", and the Promised date is the day we are removing the bin. The bin removal date is based on the day we are in the area. Please refer to map for potential removal dates.

17. Click "RECORD" or "OK".

18. Remove any notes that relates to the bins.

19. Advise Accounts Team to delete the recurring in MYOB for annual fees and any collections.

20. Advise Logistics to remove customer from any or all core runs their recurring relates to.

21. Advise customer to place the bin out a day prior to arrange removal date (except for the Document Destruction bins).

22. Print a copy of the invoice. Make sure that the printer is defaulted to "printer-hq-transport-backup".

 

23. Add the removal in Trello under Stock Control list, "Picked to be Booked" with the customer's Account name, invoice number and date of Removal.

 

 

24. Send a chat to AWM Transport Team chat room, include the name of the customer, invoice number and the reason for cancellation.

 

RETENTION SCRIPTS

SCENARIO 1: Customer agreed to maximize Annual Fee

Rep:                       Australian Waste Management, this is ________________ how may I help you?

Customer:           I would like to cancel my service.

Rep:                       We are sad to hear that you want to cancel the service from us, may we know the particular reason why you would like to cancel the service?

                                (Do verification process first) Is there any particular reason why you would like to cancel the service?

Customer:           We don’t need the service anymore.

Rep:                       I see.  If you don’t mind me asking, are you moving to a new office? If that would be the case, we can always transfer the bin to your new office as long as it is located within our area of coverage.”

**Customer still insist in cancelling the service, then we can process the cancellation. “No worries, we understand. Let me process the cancellation now. To verify you have (provide type of service and frequency)         

Customer:           Yes we do and we want to cancel it.

Rep:                       I can see here that the service is paid until (provide renewal date), you can actually use the service until then at no cost to you so you can maximize the annual fee that is paid until (renewal date.). Please be reminded that our Service Agreement does not allow us to refund the annual fee. So we can help you save money, we suggest that you maximize the service you paid for until (give renewal date). And then after that date and you still decide to cancel the service, you may call us back on or before (give the end of contract date) and we will be happy to process the cancellation for you.

Customer:           Ok, we will maximize the service then.

Rep:                       That’s great, we’re glad to hear that

Customer:           Thank you!

Rep:                       Will that be all?

Customer:           Yes, and thank you.

Rep:                       Thank you and have a great day.

 

SCENARIO 2: Customer did not agree to maximize Annual Fee

Rep:                       Australian Waste Management, this is ________________ how may I help you?

Customer:           I would like to cancel my service.

Rep:                       We are sad to hear that you want to cancel the service from us, may we know the particular reason why you would like to cancel the service?

                                (do verification process first) Is there any particular reason why you would like to cancel the service?

Customer:           We don’t need the service anymore.

Rep:                       I see.  If you don’t mind me asking, are you moving to a new office? If that would be the case, we can always transfer the bin to your new office as long as it is located within our area of coverage.”

Customer still insist in cancelling the service, then we can process the cancellation. “Alright, we understand. Let me process the cancellation now. To verify you have (provide type of service and frequency)

                               

Customer:           Yes we do and we want to cancel it.

Rep:                       I can see here that the service is paid until (provide renewal date), you can actually use the service until then at no cost to you so you can maximize the annual fee that is paid until (renewal date.). Please be reminded that our Service Agreement does not allow us to refund the annual fee. So we can help you save money, we suggest that you maximize the service you paid for until (give renewal date). And then after that date and you still decide to cancel the service, you may call us back on or before (give the end of contract date) and we will be happy to process the cancellation for you.

Customer:           I still want to cancel.

Rep:                         Alright then, let me process your request (Process removal and give details of the removal), If you don’t mind me asking, how’s your experience with our service?

Customer provides experience.

**If experience is positive: We are happy to know that you are satisfied with our service. We hope to provide you again with the service in the future.

**If experience is negative: Thank you very much for sharing that to us and rest assured that the feedback you provided will help us improve our operation to serve our customers better.

Customer:            Thank you!

Rep:                        Will that be all?

Customer:            Yes.

Rep:                        Thanks you for calling and have a great day!