This is a step-by-step guide for verification clerks working at a stove collection center. It explains the four-step verification process that must be followed before a stove can be issued to a customer.
This document is a training guide for verification clerks working at stove collection centers. It outlines the mandatory checks that must be performed before a stove can be issued to a customer. The guide is designed to prevent fraud, ensure compliance, and maintain a smooth operational flow.
The guide introduces the role of the Verification Clerk, who confirms the customer's ID, contact status, and OTP approval status. It emphasizes that every successful collection depends on accurate verification, and clerks are instructed to escalate to a CX Officer if the OTP is not found but the customer was contacted.
The core of the guide is the four-step process: Stop, Verify, Confirm, Collect. Step 1 requires checking the customer's NRC and OTP message on their phone. Both must belong to the customer present. No NRC or no OTP means no collection.
Step 2 requires confirming that the actual customer is present at the collection center. Representatives are not allowed to collect on a customer's behalf. If the customer is absent, the collection is stopped. Step 3 involves checking the customer's mobile money balance to confirm payment readiness before proceeding.
Step 4 covers sharing escalations correctly to the appropriate teams using the correct format. The guide also provides a script for communicating warmly and respectfully with representatives who cannot collect stoves. It includes a diagram of the complete sales process from customer arrival to stove issuance.
The final page reinforces that the correct sales process begins with the verification clerk. It lists key responsibilities: confirm accurately, ensure compliance, prevent fraud, maintain order, ensure smooth operational flow, and deliver excellent customer experience. The motto is Right Customer, Right Verification, Right Collection.