b'Good Customer Service Representative ChecklistBy Drycleaning & Laundry InstituteThe person at your front counter, the customer service Do they ask a lot of questions, are they a genuinely representative, needs to be more than a smiling, cheerfulcurious person?personalthoughthatisdenitelyarequirement. Questions about what we do?Rememberinmostcasesthisisthepersonthatmost Questions about dierent fabrics and fashions?customersidentifyyourbusinesswiththeyarethe Are they dependable?face of your business.Are they able to work alone? Are they willing to chip in and help others?TheCSRmustbeabletoansweryourcustomers questionsintelligentlyandaskthosequestionsofyour2. Is the person neat and organized? Do they present an customers to ensure the best possible handling of theirappearancethatsaystoyourcustomerthattheycan clothes. In other words, they have to be able to interacttrust their clothes to be handled properly?withyourcustomerswithmorethanphonenumber, back on Tuesday?Are their clothes or uniform always pressed?Thefollowingquestionscanbeusedtoassesswho Are they well groomed?would make a good CSR and how that person can best Are they always straightening their area?servethecustomer.Someofthesequestionsmaynot apply to every plant or store, nor will they apply to every3. Does the person have an understanding of how the customer-counterpersonencounter.Thesequestionsdrycleaningprocessworksandotheroperating shouldbeusedasaguidetoascertainthattherightprocedures in the plant? Can they eectively relay this personisinplacetoensurethatthecustomerwillbeinformation to your customers is asked?properly served.Butevenifyouhavetherightperson,iftheydonot When should the work be promised by?receive proper training even the most outgoing, smiling Can we remove certain stains?personcangivelessthanstellarcustomerservice.By What solvent do we clean with?asking the right questions you can eliminate or at least Do we wetclean?minimizethepossibilityofcreatinganunhappyor Are shirts completed in the same time span as dissatised customer and hopefully creating a customerdrycleaning?for life.Which garments or items cannot be drycleaned or wetcleaned?1. Does the person have the right personality be a good Are there any services that there will be an extra customer service representative? chargefor?i.e.Buttonreplacement,boxed shirts, Did they make friends with the rest of the sta easily?Can they explain your pricing? If dierent pricesDotheytalktoeveryoneanddotheyinitiatetheare charged for a ladies shirt can they explain conversation? why or the dierence in pricing for drycleaning vs. laundering.Midwest Drycleaning & Laundry Institutewww.MWDLI.org / 765-969-5745 10\x00'