Customer Satisfaction Module 3 a Problem Solving Training

Customer Satisfaction Module 3 a: Problem Solving

Training Objectives Discuss the importance of the One-and-Done philosophy and the art of taking ownership of customer problems Understand how and why to take ownership of your customer’s problem Utilize the communication model used to resolve customer complaints and problems List common problems in our industry and their appropriate resolutions Module 3 a: Problem Solving

Taking ownership of customer problems: One and Done Alsco’s One and Done Philosophy: At Alsco we offer One and Done service: One request, one day resolution to any issue, guaranteed. When a customer calls, their request is: Logged in immediately and their management team is notified Tracked until their issue is resolved Resolved once their satisfaction is confirmed Module 3 a: Problem Solving

Customer Satisfaction Survey Data also suggests that when a problem is not resolved within one day, customer satisfaction and loyalty are further harmed Module 3 a: Problem Solving

The Art of Taking Ownership The most successful RSR's in our industry take ownership of customer complaints or problems regardless of who is actually at fault If the customer likes you but is angry with the Alsco plant or branch, we all still lose the customer - revenue - job security The customer only sees Alsco and will make no distinction between the RSR and the company if they quit our service Module 3 a: Problem Solving

Rapid Problem Resolution Take ownership of your customer’s problem! You are the front line of customer communication when issues arise At the very first mention of a customer complaint, we do everything in their power to completely resolve the issue very quickly You must own the problem and must see it through to a resolution that the customer can see Follow up with the customer to assess satisfaction If the customer does notice how the problem is fixed, it is still not resolved Module 3 a: Problem Solving

Rapid Problem Resolution The customer may express concern, anger, or frustration with a service problem. When that occurs, you should move immediately into the Problem Resolution process: Listen intently and let customer vent Empathize sincerely with customer's feelings Clarify if necessary Offer a solution or choice of solutions Check for acceptance

CARE Service Model Use the CARE model to help understand resolve customer issues C - Connect with customer A – Ask service questions Ask specific questions, listen intently if customer has an issue Give customer a chance to vent Clarify if necessary R – Report actions and solutions Greet with a smile, “How’s business? ” If customer doesn’t see how the problem is fixed, it’s not resolved! E – Express gratitude for business Follow up with customer to assess satisfaction Module 3 a: Problem Solving

Common problems in our industry And how to solve them Common Problems in our industry are summarized with the acronym DR SUNBOM D - distribution R - repairs S - shortages U – upgrades/quality N – new items/new hires B - billing O - overstock M – management communication Module 3 a: Problem Solving

Common problems in our industry And how to solve them Distribution - Improper storage location, improperly maintained equipment (such as lockers and soil bins), inadequate storage space, absence of equipment (lockers and soil bins), absence of protective wrap. Possible resolution(s): Install lockers and soil lock-ups (if available in your branch) Assist customer in determining a more suitable delivery area Assist customer in labeling shelves Place soil bins (bags and bag stands in appropriate locations Label soil bins for flat linens vs. uniforms, etc. Assist customer in creating delivery and pick-up procedures in the account Install a hanging rack for uniforms If plant uses plastic wrap, ensure that your truck is loaded properly to protect the protective wrap Educate customer to understand our merchandise labeling Module 3 a: Problem Solving

Common problems in our industry And how to solve them Repairs - primarily a uniform issue, but can affect flat linens at times - this includes wrong sizes, wrong item for intended use, uniforms coming back to customer with missing buttons, broken zippers, small tears, etc. Possible resolution(s): Immediately order size changes, style changes, or other basic service requests and follow up to ensure delivery by next scheduled service when possible - if necessary provide a communication / order log for customer Place a repair poster and repair bin (soil lock-up or bag and bag stand) in account near the soil and check the bin during each delivery. Set needed repairs aside on your truck and take them directly to the repair station upon returning to plant. Then inspect merchandise upon next delivery to ensure repairs are complete Educate the customer to understand the uniforms or merchandise taken home by employees will not make their way to the repair station unless turned in for laundering Module 3 a: Problem Solving

Common problems in our industry And how to solve them Shortages - merchandise turned in by customer is not coming back by next delivery as it should. Usually caused by delays in plant (production issues, repair station, or pulled for upgrade/rejection), inadequate inventories, delivered to wrong account or to wrong location or locker within account, employees working an extra day, or employees taking merchandise home Possible resolution(s): Perform a complete inventory of item or wearer and order as shortage - DO NOT SIMPLY ORDER AN INVENTORY INCREASE TO COVER THE SHORTED AMOUNT Educate the customer to understand inventories vs. work days (11 sets only covers 5 working days, if employee works a 6 th day the delivery and pick-up will get skewed) Wait for next delivery to see if the item is returned from a delayed point in the plant In extreme cases, a weekly soil count and inventory may be necessary to cure the issue and satisfy the customer. This should only be agreed upon for a limited number of deliveries (usually one month) unless the customer insists on weekly counts, as this is very time consuming Module 3 a: Problem Solving

Common problems in our industry And how to solve them Upgrades / Quality - Merchandise is delivered to customer in less than acceptable condition (worn out, full of holes, threadbare, stained, wrinkled, or smelling unclean) Possible resolution(s): Uniforms - order upgrades on clean side and write an "X" on the I. D. tape of the garment. When upgrades arrive, remove the "X" garments upon subsequent deliveries All merchandise - inspect merchandise when loading truck (and before you leave the plant) for rejects, then obtain suitable merchandise from the plant for delivery Inform Service Manager of quality trends (several accounts complaining of poor quality, wrinkles, unclean smell, etc. ) Module 3 a: Problem Solving

Common problems in our industry And how to solve them New items / New Hires - Customer requests new items or informs us of new hires and it takes more than one delivery to receive the correct merchandise. This is usually caused by lack of follow-through by the RSR, but can also be caused by delayed or wrong orders from the stockroom, wrong sizes, or wrong items for intended use. Possible resolution(s): Immediately order new hires' uniforms or new items, or other basic service requests and follow up to ensure delivery by next scheduled service when possible - if necessary provide a communication / order log for customer Inspect delivery for new merchandise before leaving the plant and follow up with stockroom or notify your manager of missing items Ensure accuracy of sizes, colors, and styles when ordering merchandise Module 3 a: Problem Solving

Common problems in our industry And how to solve them Billing - Customer does not understand invoice, presence of ancillary charges, presence of loss or damage charges, incorrect items listed on invoice, or RSR neglects to process changes (such as quit wearers, inventory increases/decreases, etc. ) Possible resolution(s): Educate customer to understand invoice and the justification for ancillary charges show glossary of charges on service agreement Take proactive approach when loss or damage charges occur Immediately order and process changes or other basic service requests and follow up to ensure invoice accuracy by next scheduled service when possible - if necessary provide a communication / order log for customer Module 3 a: Problem Solving

Common problems in our industry And how to solve them Overstock - Customer has and is being charged for more merchandise than the account needs. This can be caused by fluctuations in the customer's business, incorrect initial set-up, and lack of inventory audits Possible resolution(s): Assist customer in determining true product quantity needs Immediately perform a complete inventory and audit, and process change in inventory Inform DM of need for more frequent audits at the specific customer location Module 3 a: Problem Solving

Common problems in our industry And how to solve them Management Communication - Infrequent or lack of management visitation or response, poor response to phone calls, and delivery delays or inconsistencies Possible resolution(s): Provide customer with order log and turn in one copy to DM during check-in Return customer phone calls on same business day (preferably within 4 hours) Inform DM of routing problems that cause delays Pass on information to DM during check-in regarding customers that have expressed a desire to hear from him/her and follow up with customer to ensure satisfaction Module 3 a: Problem Solving