b'4.Isthepersoncomfortabledealingwiththecustomer Do they know how to deal with incomplete orders? when they drop o their garments? Missing items? Did they look up at the customer and greet them in9. Handling a customer with a problem:such a way that they felt welcomed? Did they remember to use the customers name?DidtheyletthecustomertellthestorywithoutDidtheyexaminethecustomersgarmentswithinterruption?him/her?Did they try to calm the customer? Check to see that all the buttons were intact?Did they empathize with the customer? Checkforopenseamsorrepairsthatwere Didtheythankthecustomerforbringingthe needed? problem to our attention? Check if all the zippers worked properly?Did they apologize for any inconvenience? Did they ask the customer if there were any stains Did they try to rectify the problem?or areas of the garment that would require special handling? 10. If the phone rings while there is a customer in the store: Didtheygetaphonenumbertocontactthe customer if necessary? Email?Do they know to excuse themselves and answerWas the garment checked for anything that maythe phone?damage a load?Do they answer the phone in a proper and helpfulHaveallthepocketsbeenemptiedandpulledmanner?out?When answering the phone, do they identify themHave all the linings been patted to be sure nothingself and the cleaner?has fallen to the bottom? If anything of value was discovered, was it tagged11. When speaking with the customer:and saved properly for the customer? Do they refrain from using industry jargon? (What 5. Are they completing the invoice properly? would spotter mean to the average person? One whoputsspotsonclothes!TrystainremovalList all the garments? technician instead.) Describeallthegarmentsastotype,color,and Whatdoessteamgunmean?Soundspretty fabric? violent! Denote on a ag tag any stains, water repellency, Did I ask the customer if we should oer any other repairs, or alterations? services that we do not already oer? Tag for regular or express service?Does the CSR feel condent and on top of theirList any belts that may be in the order? job? Ax the identication tag or barcode in the proper Dotheyfollowthroughonpromisestothe place on the garment? customer? Sorttheclothesproperlyforwetcleaning, drycleaning, or laundering? While individual situations may vary, these questions are a good reference guide that should be reviewed with every 7. While completing the invoice with the customer, did they CSR periodically. The customer service representative, in the eyes of many of your customers, is the face of yourInform the customer what we oer? business.YourcustomerswillappreciatetheTalk about the special oer we are running? professionalism and thoroughness of your CSR and it allMention any services that could be oered for thestarts with asking the right questions.garmentsthatwerebroughtin,suchaswater repelling an all-weather coat or making necessary repairs? Deal with invoicing alterations/repair correctly? Were shirts on a separate invoice? Did they emphasize our quality?8.Isthepersoncomfortabledealingwiththecustomer when they pick up their garments? Do they properly le the nished inventory When ling the nished inventory did they inspect the order to make certain that it was complete and properly assembled and bagged?Midwest Drycleaning & Laundry Institutewww.MWDLI.org / 765-969-5745 11\x00'