Purpose:

The purpose of this document is to guide the Sales Representative on how to handle a call for existing customer who would like to book a collection for their at call service.

Procedure:

**Phone Call Answered***

Rep: Good Morning! Australian Waste Management. (Name) speaking.
Customer: Yes, this is from (company). I would like to book a collection, please?
Rep: Certainly. We can schedule in a collection for you. Please give me a moment to review your account.
To confirm, your current address is _________________, and you have a (PC/CM/GW/DD) bin on site.

Important: Updating customer information is very important and as soon as we are able to find a customers account, before continuing with the booking of their collection, it is highly suggested that we also verify if the email address, telephone number and contact person showing on our end is still correct, if not, update the customer information on AWM Manage before you proceed.

Rep: Thank you for helping me make sure that the information that we have is updated and/or correct. The next available collection on your location is on (next available pickup date)*.
 
(if Customer agreed with Collection date)
Rep: (Note: If it is for PC, GW and CM services, say, “Would you please ensure that your bin is placed kerbside the evening prior to collection and left out until its emptied?”)
Whilst, I have you on the phone, may I ask if I can have 2 minutes of your time?

(If customer says yes)
Rep: Are you aware that we can save you money and time by putting your collections on a scheduled frequency?
(Discuss the advantages of the regular service compared to “At Call” services)

(If customer agrees to conversion)
Rep: Perfect. I will be sending you an email confirmation of your new service and if you can confirm by replying, we will setup the new service for you as soon as possible. Also, the annual fee that you have already paid will be carried over/credited towards the new service. (Verify email address). Thank you. We trust that you are satisfied with our level of service.

(If customer says no/Declined offer)
Rep: I understand. Is there anything else that I can help you with?

(if Customer needs urgent collection)
Rep: Is it an urgent collection you require?
Yes, we can certainly schedule in an urgent collection for you any day and time that you choose, however please be advised that there is an urgent call out fee of $44.

(Customer agreed)
Rep: Whilst, I have you on the phone, may I ask if I can have 2 minutes of your time?

(If customer says yes)
Rep: Are you aware that we can save you money by putting a scheduled frequency for collections? (Discuss the advantages of the regular service compared to “At Call” services)

(If customer agrees to conversion)
Rep: Perfect. I will be sending you an email confirmation of your new service and if you can confirm by replying, we will setup the new service for you as soon as possible. Also, the annual fee that you have already paid will be carried over/credited towards the new service. (Verify email address). Thank you. We trust that you are satisfied with our level of service.

(If customer says no/Declined offer)
Rep: I understand. I understand. Is there anything else that I can help you with?

(If customer says no)
Rep: Thank you for calling and have a great day!

(If customer says yes)
Rep: (Customer says concern. Take note of all the concerns and recommend solution. If you’re in doubt, ask)
Rep: Thank you for your feedback. We value your concern, and we will ensure it is passed on to the appropriate department.

(Customer agrees)
Rep: I trust that we have been able to address the concern you have had.  Thank you for calling and have a great day!
(Note: If the next available date is tomorrow, the cutoff will be 12NN. If it is past noon, schedule next date.)