Water Services Trust Fund
Customer care
7/13/2017
1
How do you approach customers
• Presenter to call up upon 3
members of the audiences
• 2 should role play as the
Sanitation Team, one should
be a landlord/landlady
• Role play on how to introduce
themselves
7/13/2017
2
How do you approach your customers? (1)
• Greetings! (smile)
• Introduce yourself and your organisation together
with the water company you are affiliated to ( e.g.
James Maina, Unity for Development, EWASCO)
• Produce your water company letter to the landlord
• Ask to be taken to the toilet
• Once the content of the vault has been inspected and
explained to the customer, mention the prices.
• Show them the price lists (negotiate)
7/13/2017
3
How do you approach customers? (2)
• Begin the work
• Ensure there is no spillage
• Incase of spillage around
the toilet please ensure
that you clean up
• Once finished, collect the
money and say goodbye
7/13/2017
4
How do you approach customers? (3)
• Cover the waste in the SaniGo
• Ensure that you have filled in your
NEMA tracking document
• Proceed to transport it to the
decentralised treatment facility
• Once disposed, ensure that you have
filled in the NEMA tracking document
• Clean the tools and PPE and store in a
cool dry place
7/13/2017
5
Let us practice the following too!
• How to deal with rude customers
• How to deal with the customers who do
not want to pay
• How to deal with a lot of solid waste in the
vault
• How to deal with customers who negotiate
too much
7/13/2017
6
7/13/2017
7