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The 7 Essentials to Excellent Customer Service

01 Apr 2024 5:10 PM | Mikayla Quon

As someone that has been a cleaner for over 10 years, I have noticed that this job requires a high level of exceptional customer service to become and remain successful.  This may seem simple, but having the tools in your arsenal to help with valued customers helps a great deal. Below I have listed the 7 essential tips in helping provide great costumer service provided by David Brownlee. 

Here are some essential tips to help guide valuable customer service experiences.
     First off, it is imperative that your client feels heard. If they have an issue, let them vent to you. Do not interrupt them thinking you need to defend yourself and your company right off the bat. Listen to your clients if they need to let you know how they want things handled, or if something was handled improperly. Even if it is something positive, let them tell you. Sometimes it’s even hard to take in compliments, and we can be quick to pass it off without taking time to appreciate someone’s praise. 
    You also want to let your customers feel understood. There is nothing worse than feeling like what you’re saying to someone is going in one ear and out the other. This means when someone gives you information you can ask questions and repeat back the question. Making a customer feel cared for is very important. You can do that by not rushing them or having body language that suggests you're Uncomfortable and busy like looking at your phone and watch. 
   There is an acronym called S.E.C which stands for SMILE, EYE CONTACT, and COMMENT. smiling is a great way to acknowledge someone and let them know you are friendly and mean no harm. Eye contact sends a message of confidence and that you are paying attention to what they are saying, and to comment implies that you having computed the information they are telling you and that you. 
  Clients want to be acknowledged. This means that if they have a concern, you take the time to put yourself in their shoes. Really take a moment to hear them out. Sometimes that acknowledgment is all that is needed to ease someone’s discontentment. Take it one step further and truly empathize with the client. This means understanding how they feel. If it’s possible, try to find a solution for the problem. This may mean going back to the home or office and spending some time to fix an area that was not cleaned correctly. It may even be an option to give the customer a refund. Obviously this is not the number one solution as we want to have lucrative business, but if that ultimately solves a problem that needs fixing, then it may need to be done. Always be willing to come up with some sort of solution. This may be giving an extra 2 hours free on the next visit, or a 20% off coupon for the next 3 cleans. Be creative and see if it helps ease the strain in an unhappy client. Once you clarify the situation with them hopefully they will be satisfied with your need to please them and to not just leave them high and dry.  You would be surprised at how many people don’t beee a full refund to feel better. Even a promise to make a note for next visit can help make them feel like you will take extra care and what they say is important to you. 

lastly, an essential tip for all Customer Service Reps is to follow up with their customers! This may look like an email or text message after a clean, or it can be a phone call. It is super important to give customers a chance to let you know if things went well or if they had a few concerns. If they are dissatisfied, they may not become a repeat customer if you don’t give them that follow up. it gives them a chance to give you much needed feed back that can help you for your next customers. 
Some great follow up tactics are Drip Campaigns. These are emails that can be weekly, monthly, or even annually, that offer coupons, and/or surveys. This helps keep a line of communication always open and readily available. 

All in all, the best advice to give is to treat people the way you would want to be treated if the tables were turned and the were on the other side of the table being the customer. Always Remeber SEC, smile, eye contact, comment. This goes a long way. Take time to listen to people and don’t things to heart if your ego gets hurt due to criticism. We are professionals and we can do this ! 


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