1. Water Services Trust Fund Customer care 10/24/20151

2. How do you approach customers 10/24/20152 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

3. How do you approach your customers? (1) 10/24/20153 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)

4. How do you approach customers? (2) 10/24/20154 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

5. How do you approach customers? (3) 10/24/20155 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

6. Let us practice the following too! 10/24/20156 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. 10/24/20157