FOR REVIEW - List of Possible Call Scenarios

Janine Dela Cruz

Posted at February 14, 2020 10:02 am. Last updated at February 14, 2020 10:02 am
process Training

Purpose:

The purpose of this document is to familiarize us on what are the possible call scenario that we will encounter every day.

A. Existing Customer

  1. EXISTING CUSTOMER

SCENARIO

SCRIPT

I want to schedule a collection (At Call)

 

When is my waste collection scheduled?

 

My bins were not collected

 

What is this $44 charge on my account?

 

I would like to cancel the service

 

Why do I have past due on my account?

 

The keys of the bin are not working

 

The bin you delivered is damaged

 

Can I have an additional bin?

 

My bins are full and want them collected today (not the regular schedule)

 

I would like to cancel the service and I want a refund

 

I have a morning collection arrangement with you, what time do I need to bring the bins out?

Morning Collections require the bin to be placed out by 5 pm the day prior.

I have a day collection arrangement with you, what time to I need to bring the bins out?

Day Collections require the bin to be placed out by 8:30 am unless otherwise arranged prior

Where are you located?

 

How can I make sure that my confidential documents are secured? How do you handle this?

Australian Waste Management purchased our own shredding plant in September 2009, installing it in our West Footscray factory in Melbourne's Inner West. This plant recycles all paper and cardboard waste by shredding it into tiny pieces ensuring your confidential documents remain that way. After shredding, the paper fibres are recycled back into numerous paper and cardboard products.

Can I set up a collection arrangement online?

 

 

 

 

 

 

B. Potential/ New Customer

SCENARIO

SCRIPT

What are the services you offered?

 

Can you collect my waste? I’m in Longreach, Queensland

 

How much will be the cost to set up a regular collection?

 

What size of bin and/or frequency should I choose?

 

What do I do on the collection day?

It is recommended to place the bins on the kerbside by 5 pm on the day prior. Please note that you may still be charged if your bins are not placed out for collection.

 

 

 

 

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