Quality Complaint Process

Qualify the complaint 

• Using LAST identify the issue
  • Listen
  • Ask
  • Solve
  • Thank
• Identify if it is something in our scope of service
  • Be prepared with what service it was and what’s included
  • Is it something we do at all?
• Have them send pictures if possible
  • It’s not to prove they are lying 
  • It’s so we can show our techs what they could have done better for training purposes!
• Use how to deal with complaints document for guidance on the conversation and steps with customer
• Make a to do to follow up with the customer after the re-service and after the next recurring service 
• Document in Maidcentral your conversation with the customer and add if not already in
• Follow up with tech using tech quality guide
• Document your conversation and open QA ticket
  • Add Quality complaint Ticket in MaidCentral, see resource here.
  • Document the conversation and action plan given with deadline
  • First time is a warning with guidance
  • Second is more stern with them making the action plan (in 90 days)
  • Third time’s a write up with retraining (In 90 days)