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Our customer service team has regular team meetings and ongoing training opportunities <br />for staff. We use this time to continually improve our existing procedures and processes, <br />discuss topics related to our zero waste mission that may be of interest to our staff and the <br />residents we speak to every day, and ensure the team is fully prepared for the beginning <br />of any new contract. We have a team of committed, highly skilled customer service staff <br />with an average tenure at Eureka Recycling of 7.8 years. <br />Any time we renew or add a city recycling contract, we update procedures and resources <br />for our Customer Relations Team and provide extensive training to all team members to <br />ensure that everyone is familiar with the specific elements of the new contract and is <br />prepared to provide excellent customer service beginning with the first day of the new <br />contract. <br />♦ Do you currently use some form of "Frequently Asked Questions" (FAQs) together <br />with standardized call center responses that are customized to a local community? <br />If so, please provide a current example of such FAQs/responses. <br />We do. Please see Attachment V - Sample FAQ for Hotline Staff. <br />♦ Methods to link customer complaints to improved route services: <br />Should a resident contact us to report that they were not collected, a member of the <br />customer service team will look the address up in our system to see if they can identify <br />any issues that may have prevented the driver from being able to collect the cart. The <br />driver has the ability to flag an address and report any problems in real time and the <br />customer service staff can see the report instantly if the resident calls. The driver can <br />even use the safety cameras on the truck to take a photo of the set out. This is very useful <br />if there is something that is preventing regular collection as the customer service staff can <br />better understand what exactly is happening in the field and communicate it to the <br />resident. <br />If we identify that the cart was set out properly and was missed by the driver we will send <br />a driver back for the missed collection on the same day if the call came in before noon. If <br />the call comes in after noon we will do our best to get it the same day and if that is not <br />possible we will collect it the following collection day in the morning. If we do identify <br />an issue with the set out, such as late set out, and the resident agrees to correct it, we will <br />put a note in the system asking the driver to double check this address on their next <br />collection day. <br />For more serious complaints, issues are escalated to fleet management to be addressed by <br />making route adjustments and/ or providing additional training to the drivers involved, as <br />is appropriate for each situation. <br />♦ Proposed means to communicate with residents and City staff changes in collection <br />schedule under severe weather incidents: <br />We monitor the weather very closely any time it may impact our employees safety and <br />the safety of residents and the public and/ or our ability to complete our routes on a given <br />day, which allows us to get in touch with our municipal customers promptly any time <br />there will be an impact to that city's collection routes. With severe weather, each <br />RFP for City of Roseville Recycling Services • D-25 <br />