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Quality Complaint Procedures

Follow complaint resolution procedures
Anytime a client leaves a rating 4 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
  • Add a Quality Case in Clickup
  • Make sure you have called to speak with the tech and document conversation
  • If a follow up with the tech needs to happen, notify management if extra training may be needed.

If received by text

  • Call the client do NOT just respond via text
  • If they dont answer respond via text
  • Add a “dissatisfied customer” tag/label to the email
  • Add a Quality Case in Clickup
  • Screenshot the text and place in the attachments section of Quality Case
  • Make sure you have called to speak with the tech and document conversation
    • Comment to text or case comments area
  • If a follow up with the tech needs to happen, notify management if extra training may be needed.

If received via phone 

  • Document the conversation 
  • Make sure to call and speak with Tech 
  • Add a Quality Case in Clickup
  • Screenshot the text and place in the attachments section of Quality Case
  • Make sure you have called to speak with the tech and document conversationComment to text or case comments area
  • If a follow up with the tech needs to happen, notify management if extra training may be needed

Text techs with good feedback 🙂  

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

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