Water Services Trust Fund

Customer care

04/20/23 1

How do you approach customers

04/20/23 2

• 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

How do you approach your customers? (1)

04/20/23 3

• 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)

How do you approach customers? (2)

04/20/23 4

• 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

How do you approach customers? (3)

04/20/23 5

• 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

Let us practice the following too!

04/20/23 6

• 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

04/20/23 7