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Quality Complaint Procedures

Follow complaint resolution procedures
Anytime a client leaves a rating 3 stars or less, contact client right away!

Customer Rating Notes

Date you spoke to client

What was reviewed

Date you spoke to tech

What was discussed 

What did we give away or do to make it right? 

Example

11/6/19 Spoke to Helen and she mentioned the floors were sticky, toothpaste still on the counter, stairs not dusted.  Client showed pics

11/6/19 spoke to Noemy and went over how to properly clean flooring and she mentioned she was using a lot of dawn advised to reduce amount of dawn used and why as well as discussed pictures and dusting was not done and counters were dirty.  

Gave Noemy $20 off 

If received via email

  • Call the client do NOT just respond via email
  • If they dont answer respond via email
  • Add a “dissatisfied customer” tag/label to the email
  • Make sure you have called to speak with the tech and document conversation
    • Comment to the email
  • Make sure to add into techs log inside employee file in Google Drive
  • Copy and paste notes into client account in BK private notes
    • Use process above for notes
  • If a follow up with the tech needs to happen add to spreadsheet and notify management if training may be needed.  

If received by text

  • Call the client do NOT just respond via text
  • If they dont answer respond via text
  • Screenshot the text and place in the employee Google Drive files into “QA” Folder (create one if needed) 
    • Make sure you have called to speak with the tech and document conversation
    • Comment to text
  • Make sure to add into BK customer notes 
    • Use process above for notes
  • If a follow up with the tech needs to happen add to spreadsheet and notify management if extra training may be needed.

If received via phone 

  • Document the conversation 
  • Make sure to call and speak with Tech 
  • Add into BK customer notes
    • Use above process for notes
  • Screenshot notes put into employee google drive file (QA folder, create one if needed)
  • If a follow up with the tech needs to happen add to spreadsheet and notify management if extra training may be needed.

Text techs with good feedback 🙂  

Make sure to follow up!!!!!!!!!!!!!!

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