FOR REVIEW - Incoming Call Flow - Regular Service ( Existing Customer)
Posted at February 12, 2020 12:02 pm. Last updated at February 12, 2020 12:02 pm
Purpose:
The purpose of this document is to have a standard and detailed phone script for existing customer
Incoming Call Flow
(Existing Customer: Booking a Collection with regular service)
***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.
Verify If Single or Multiple Service. Check with the customer which bin needs collection
Rep: I have booked a collection for you. Our driver will attend on (next available pickup date)*.
**Note: if Customer agreed with Normal 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?”)
Is there anything else that I can help you with?
**NOTE: if Customer needs urgent collection
Rep: Should you require an urgent collection we can certainly do so on your day of choice. However, please note that there would be an additional $44 urgent call out fee on top of the collection fee.
**Customer agreed
Rep: (Note: If it is for PC, GW and CM services, say, “Would you please ensure that your bin is placed curbside the evening prior to collection and left out until its emptied?”)
Is there anything else that I can help you with?
**If the customer said no
Rep: Thank you for calling and have a great day!
**If the customer says yes
Rep: (Customer says concern. Take note of all the concerns and recommend a 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.
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