Training Your Team for DRS

Why does staff training matter?

When DRS launches, customers are likely to have questions.

Your team may be the first people they ask.

Even where technology is used to process returns, staff should understand how your return point works and what to do when something does not go to plan.

Good training can help create a smoother experience for both staff and customers.

What should your team know?

Staff should understand the basics of the Deposit Return Scheme, including:

• Which containers are eligible
• Where customers should make returns
• How the return process works
• How customers receive their deposit refund
• What to do when a container is rejected

Staff should understand the return process

Depending on your return method, your team may need to:

• Check or verify containers
• Assist customers using return equipment
• Manage bags and tags
• Monitor storage areas
• Respond when equipment or processes need attention

Clear responsibilities help avoid confusion during busy periods.

Prepare for common customer questions

Customers may ask:

“Why was my container rejected?”

“Where is my refund?”

“Can I return this container here?”

“What happens if the machine isn't working?”

Giving staff clear answers can help resolve questions quickly and consistently.

Know when to escalate a problem

Not every issue can be solved immediately in store.

Your team should know:

• Who to contact for support
• How to report a technical issue
• What to do if the return point cannot accept returns
• How to explain the situation clearly to customers

Keep training simple

Staff do not need to become DRS experts.

They need clear, practical information that helps them confidently manage the situations they are most likely to encounter.

Short guides, simple checklists and clear escalation procedures can be more useful than lengthy training manuals.