Service

Question 1

What are the three tenets of Cintas 3.0?

Answer 1

1. Customer Experience 2. Talent Management 3. Service Transformation

Question 2

Explain the concept of Service Transformation.

Answer 2

To build a strong with Cintas through a one person contact for a stronger customer experience.

Question 3

What are the four Quality Service Absolutes?

Answer 3

1. Customers want their uniforms. 2. They want them clean. 3. They want them functional 4. They want to like and depend on their service providers.

Question 4

Describe the TRUST PLUS service model.

Answer 4

“Trust Plus” is doing that one more thing beyond what a customer expects.Program important to Customers: Reason customer wants the uniform. Leader and best in the industry: SSR must prove why we’re the leader, not just say it. Uniquenesses positioned as requirements: Set them as a requirement of our service. Satisfied, Loyal Customers: Comes once we’ve gained the “Trust Plus”

Question 5

What is the difference between Rational Trust and Emotional Trust?

Answer 5

Rational=Doing what we say we are going to do. They want their uniforms, want them clean and on time. Emotional=Creating interpersonal equity that will allow you to anticipate needs. They want to like the SSR.

Question 6

What is the service value formula?

Answer 6

Value of the program what we are providing to the customer and how they percieve the quality of the program. V (value)=Q (quality) divided by P or price or Program.

Question 7

Briefly describe the steps of world-class route check-in at your location

Answer 7

1. Check in order is established by time route is finalized and SSR is in route room 2. Verify DVIR pink copy and gas receipt 3. Verify and review CRF’s 4. Verify and inspect all PRC maint and garments/ trucount scans/printed pick up reports 5. Verify/ inspect all 6. Review all signatures returned garments from sizz change’s and stops 7. Coach/ mentor SSR on any issue or cover core growth

Question 8

What can you do to help SSRs secure proper linen, shop towel, and dust L/Rs?

Answer 8

Demand review, Proper ordering, Timely procerssing, and world class quality control.

Question 9

Why is knowing a customer’s buying motive important? List three buying motives.

Answer 9

Gives us the ability to provide the products and services based on the needs of the customer. Image, ID/Security, Sanitation, Safety, Quality, Productivity, Easy to do business with

Question 10

List two things unique to our garment product line that help differentiate us from our competitors

Answer 10

Carhartt/Chefworks and Trucount