Service Management Flashcards
What are the three NPS categories that customers could potentially fall into?
- Promoter- Love Cintas, recommend us
- Passive- neutral, likes Cintas
- Detractors- having issues, not happy with us, not recommending us
What determines which of these three categories a customer falls into, and how is the NPS score calculated?
- Based on the score the customer rated us. Promoter’s- 9-10
- Passive- 7-8
- Detractors- 6 and less
- To get the overall score you must Subtract the detractors from the promoters.
What can you do to improve your location’s NPS score?
- Understand and know what our customers are saying.
- Share the feedback with the production team
- Production- Focus on quality and shortages
What are the four Quality Service Absolutes?
- The customer wants the uniforms
- Wants them clean
- Wants them functional
- Wants to like his SSR and enjoy doing business with Cintas
Describe the TRUST PLUS service model.
• Developing customer satisfaction and loyalty by developing rational and emotional trust, emphasizing program importance, identifying uniqueness’s of Cintas service that can meet the customer’s expectations, and positioning those uniqueness’s as requirements of the customer’s program.
What are “seconds that count”?
- Use this at every service visit with the customer that we have the opportunity to reinforce the advantage & benefits of the program.
- EAT= Explain what you did, Ask if they need anything else, Thank them for their business.
What are the most significant Service Events?
- Transition of trust= TOT
- Change in SSR
- The first price increases the customer receives.
- The first service failure the customer experiences, and how well we as a service provider recover from the service failure.
Explain the principle of positive recovery.
- Act with a sense of urgency, don’t make excuses, explain how we are going to fix it.
- Customers are more loyal to service providers that occasionally make a mistake but recover very well than they are to service providers that never make a mistake.
What is the difference between Rational Trust and Emotional Trust?
- Emotional trust is Being personable, using active listening, and developing a rapport with a customer. Emotional trust is not sufficient to develop a highly satisfied, long term customer.
- Responding to service concerns quickly and doing what you say you are going to do, following through and execution is Rational trust.
What is the Plant Manager’s role in training new SSRs?
- Connecting the dots for the SSR’s so they understand that what they do on route with how they organize the truck to how they order product for a customer affects the production plant.
- Help them with understanding how the repair process works and stockroom performance metrics and how they affect it.
An SSR asks you for suggestions on how he can decrease his material cost. What suggestions will you give him and how will you hold him accountable?
- We need to first determine the factors driving the SSR’s material cost. There could be several opportunities. For example, is the SSR doing frequent size changes? Ordering S & D grade vs. A grade? If so, is the SSR measuring properly and using sizing samples?
- Does the SSR have a firm understanding of garment grading? Is he ordering too many B and C grade garments, reducing the ability of the stockroom to maximize use of OOS inventory
- Radical controls like piece diets are appropriate only in the most extreme cases but teaching an SSR to monitor the number of pieces he is ordering and why will get him tuned in to better decision making in the field.
Who should Customer Service report to, and why?
- They should report to the GM to ensure the customers best interest is considered.
- At our location CSR’s report to the office manager.
Why is a World Class CSR response to a customer service call so important in the customer’s eyes?
• How the CSR responds to a customer service call will determine the customer’s level of satisfaction with our service. If poorly handled, rational trust is lost.
What is the service value formula?
- Value = Quality /Price
- If quality remains the same and the price increases, the customer’s perception of value decreases.
- If Quality goes up and price remains the same their perception of value increases.
Briefly describe the steps of world-class route check-in at your location.
- It provides a system of checks and balances
- They are a key person in role
- A go between for CSR and fleet maintenance
- Track and measure LR’s and material cost
- Make sure CRF’s are communicated and followed up on
- Help with training compliance
