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 Complaint in MC
- 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 Complaint in MC
- 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 Complaint in MC
- 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!!!!!!!!!!!!!!