We began development of customized training and a secret shopper or call-monitoring program for Waste Management in 1995. Our goal was to develop hiring, training and performance evaluation guidelines for the industry. The desired end result of implementing these programs and standards would be to retain the current customer base and maximize on sales opportunities. In addition, we wanted to have a program that would prevent customer problems and reduce unnecessary expenses by training the csrs and sales staff to be thorough. The current program has a proven track record for not only monitoring current performance, but also developing the skills of employees, increasing sales and improving customer satisfaction.

We will:

• Assess the current routing of customer calls to make sure your technology and organizational set-up are working hand-in-hand.

• Analyze the current sales process to ensure that you are capturing new opportunities that come in and actively promoting other services to existing customers.

• Develop a sales and service strategy for your company or individual locations for commercial sales, temporary roll-off, cancellations or complaints, residential service and franchised areas.

• Customize and rollout hands-on training for your staff. Knowledgeable, experienced and well-trained employees will make new and existing customers feel confident in all your company offers.

• Provide follow up secret shopper evaluation to set benchmarks and document progress for individuals, specific offices, regions, etc.

• Provide ongoing support and recommendations to help each hauling company or landfill meet their sales goals.

Hauling Company Extras

• When someone calls your office to find out about new commercial service, do you have any way of checking whether or not voicemail messages are returned promptly or if a message is passed on to the appropriate sales person? Let us test your current organizational system and put together checks and balances so that new business isn't defaulting to the competition.

• If a customer wants to cancel service, do you assume the worst and close the account quickly? Putting into place a proper process for cancellation requests or complaints will increase retention and open new opportunities to service your customer.

Landfill Operation Extras

• When a potential industrial customer calls, do your phone attendants (reception or gate house) know who to refer the calls to?

• Do you have any way of checking whether or not voicemail messages are returned promptly or if a message is passed on to the appropriate sales person? Let us test your current organizational system and put together checks and balances so that new business isn't defaulting to the competition.

• Are you confident that your staff thoroughly covers regulations, testing, waste stream or other technical requirements to prevent problems? We can work with you to create proper assessment tools and train your staff too.

References
Waste Management
BFI
Casella

Testimonials

Casella
"Tootin' Our Horn" Click HERE to view a PDF of Casella's fall 2003 publication showcasing Tooty's services.

Waste Management
When I took on the position of Sales Manager for the former Pennsylvania Region, I was shocked at the way our customer service representatives were answering the telephone…October 2001 we had a Region average of 35 out of a possible 100. Lori Miller came to Pennsylvania in December 2001 and trained all of our Sales Managers and Customer Service Managers/Supervisors in the proper techniques for handling calls. Additionally, she provided Easy Guides that could be translated into scripts that the CSRs could use to standardize
their scripts and ensure professional call handling. Instantly, our scores began improving. Now, the Pennsylvania Region is in
the top 2 or 3 of all Regions in Waste Management…The intranet based data and recordings allows us to instantly provide feedback and training to our customer service representatives…Another benefit of this program has been to streamline the information our CSRs give out during a typical call, shortening their average time per call.Tooty, Inc. has made a dramatic impact on the professionalism of our customer service representatives. Their program, when used effectively as a management tool and training device, can make substantial impacts at your company. It did for the PA Region!

Rob Campbell
Regional Sales manager for Waste Management