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Abda training module 2 customer service

ABDA Training Module 2: Customer Service


Disclaimer
Disclaimer

This Training Guide is meant to provide an overview of the information necessary for new and existing Depot owners on Depot Operations. All owners should read over all documents provided by the previous owner and the Alberta Bottle Depot Association (ABDA).

If you ever have any questions, comments or concerns in regards to any part of the industry, please do not hesitate to contact the ABDA at (780) 454-0400 or at [email protected]


Layout
Layout

  • 10 comprehensive units

  • Appendixes

  • Formalizes Customer Service skills

    *Better Customer Service = more customers = more containers =

    more $



Unit 2 what is outstanding customer service
Unit 2: What is outstanding Customer Service

  • Customer Expectations

    Trust

    Responsiveness

    Empathy

    Assurance

    Tangibles


Unit 2 cont
Unit 2 (cont.)

  • Outstanding Customer Service Professionals:

    Optimistic

    Enthusiastic

    Positive attitude

    Solution oriented

    Competitive spirit

    People oriented

    Inquiring mind

    Decision-making accuracy

    Communication skills

    Knowledgeable


Unit 3 who are your customers
Unit 3: Who are your customers?

Two types of customers:

  • Internal (Depot employees)

    -Owners

    -Managers

    -Lead Hands

    -Cashiers

    -Customer Service Reps

    -Sorters


Unit 3 cont
Unit 3 (cont.)

  • External (outside of Depot)

  • Consumers

  • CSA + CSP

  • End-Use Facilities


Unit 4 what do your customers want need or expect
Unit 4: What do your customers want, need or expect?

  • Customer Expectations

    • Friendly Service

    • Good Turnaround Time (Jeff’s timing project)

    • Accurate transactions


Unit 4 cont
Unit 4 (cont.)

  • Creating an environment

    • Convenient location

    • Easy access

    • Ample parking

    • Friendly service

    • Good turnaround time

    • Easy to understand deposit-refund process

    • Accurate transactions

    • Clean, bright, and neat surroundings

    • Wash facilities


Unit 4 cont1
Unit 4 (cont.)

  • Operating and Service Standards

    • Depot Inspections

  • Accuracy is key

    • Mystery Shopper Program

  • Counting and Sorting

    • Depot must sort and count containers


Unit 5 delivering outstanding customer service
Unit 5: Delivering outstanding Customer Service

  • 2 techniques for analyzing your Depot

  • Service Cycle Analysis (customer’s perspective-p.26)

  • Process Mapping

    (employee’s perspective-p.27)


Unit 5 cont
Unit 5 (cont.)

  • Create Service Standards

    • What we do?

    • How we do it?

    • The way we do it…


Unit 6 addressing challenging situations
Unit 6 (Addressing Challenging Situations)

Focus

Identify

Request

Secure

Thank


Stress reducers
Stress Reducers

  • Breathe

  • Smile

  • Laugh

  • Let it out (off stage)

  • Take a break

  • Relax

  • Exercise

  • Organize

  • Talk positively


Unit 7 top ten questions about beverage container recycling
Unit 7: Top Ten Questions About Beverage Container Recycling

  • What is the refund on these containers?

  • Why do beer and pop containers have different refunds?

  • I paid a deposit on the milk container at the store. Why don’t I get a refund?

  • Who pays the bottle depots?

  • How did you count those containers so fast? Are you sure you did not miss any?


Unit 7 cont
Unit 7 (cont.)

  • What happens to containers after they are returned to the bottle depot?

  • Why should we recycle containers?

  • What are your hours of operation?

  • How do I get my own bottle depot?

  • How does the can counter work?


Unit 8 success stories
Unit 8: Success Stories

  • A couple of changes can really make a difference! This bottle depot operator noticed that it took customers 45 to 60 minutes to return their containers on the busiest day of the week – Saturday. By making two changes, this operator reduced wait times to 10 minutes and increased volume 15% in just one year! What were the changes? Educating the customer how on to count containers so they could count along with staff and offering the customer both walk-in and drive through service.


Unit 8 cont
Unit 8 (cont.)

  • Working with hospitality businesses and educational institutions has paid off for this bottle depot. A few years ago, they made a decision to send a truck to collect containers from a small group of customers. Word-of-mouth promotion was very powerful and soon other similar organizations demanded the service too. In the first year, business grew at a rate of $20,000 per month – $240,000 in total!


Unit 9 maintaining service edge
Unit 9: Maintaining Service Edge

  • 2 important questions

  • What are we doing?

  • How can we do it better?

  • Answer

    • Do research

    • Analyze processes


Remaining pages
Remaining Pages

  • Unit 10 – Evaluation

  • Appendix 1: Operating and Service Standards

  • Appendix 2: Process Mapping

  • Appendix 3: Acknowledgements

  • Appendix 4: Customer Service Quiz

  • Appendix 5: Industry Abbreviations


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