Increase customer satisfaction and retention by following company protocol to interact and commun...

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Increase customer satisfaction and retention by following company protocol to interact and communicate effectively with customers about their product needs. by Mind Map: Increase customer satisfaction and retention by following company protocol to interact and communicate effectively with customers about their product needs.

1. Say Hello (S)

1.1. Inform the customer that you've arrived and greet them by name

1.1.1. Make eye contact and smile

1.1.2. Maintain positive body language

1.1.2.1. Don't cross your arms

1.2. Tell the customer how you plan to provide excellent service

1.3. Maintain a clean and professional image

1.3.1. Wear a clean uniform with shirt tucked in

1.3.2. Carry an extra (clean) uniform in your truck

2. Take Care of Business (T)

2.1. Follow a consistent delivery routine

2.1.1. Organize the garment area

2.1.2. Review and segregate soiled garments

2.1.3. Segregate garments that need repair

2.1.3.1. Attach a Repair Tag if it needs repair

2.1.3.2. Inform customer if garment is beyond repair

2.2. Eliminate surprises for the customer

2.2.1. Pick up and determine the quantity of soiled allied products

2.3. Stay organized

2.3.1. Clean up bulk storage shelves

2.3.2. Empty hanger totes, refill the repair tags. paper towel and soap dispensers, and air fresheners

2.3.3. Monitor the customer's inventory of bathroom products

2.3.4. Place orders before the customer's inventory is gone

3. Offer Samples (O)

3.1. Ask questions about customer's business to customize the program to their specific business needs and goals

3.1.1. What are your business goals?

3.1.2. What are your safety goals and programs?

3.1.3. Who are your suppliers?

3.2. Stay current on new promotional products and materials

3.2.1. Communicate the features and benefits of products and how they meet the customer's needs

3.3. Be prepared with a variety of samples

3.3.1. Offer one way products

3.3.2. Lay out mat samples

3.3.3. Show catalog and direct them to a specific page

4. Present the Invoice (P)

4.1. Inform the customer of any damaged products that will result in any changes to their invoice

4.1.1. Show the customer any damaged products to support the change on the invoice

4.2. Tell the customer everything you have done during your visit (emptied hanger tote, replaced repair tags, etc.)

4.3. Ask the customer to review the invoice

4.4. Review repairs and explain that the there is no expense for this service

4.5. Build the customer's trust and sense of loyalty

4.5.1. Suggest lowering their inventory if usage of a particular item has decreased

4.5.2. Ask the customer: "If there was one thing that we could do that would improve our service, what would it be?"

4.5.3. Ask: Is there anything else I can do for you today?