Problem
Cleaning Franchisee Customer Service Questions:
A. You were asked to do dishes when it has not been specified in the cleaning schedule. What would you do or say?
B. The customer informs you that in the future all cleaning must be done during business hours. What would you do or say?
C. You are on your way to clean your buildings and your vehicle breaks down. What action or actions do you take to make sure your buildings get cleaned? What would you do or say?
D. The customer changed the locks and forgot to notify you. You cannot get into the building. What would you do or say?
E. The customer has one or more toilets/urinals that cease to function but get continued use. What would you do or say?
F. The customer repeatedly expresses desires to have things done that are not in the cleaning schedule. What would you do or say?
G. You notice that the customer has a proposal quote from one of our competitors lying on his desk. What would you do or say?
H. You are asked a floor maintenance program. What would you do or say?
I. The customer does not return or acknowledge your monthly customer service calls. What would you do or say?
J. You have been informed (not accused) of theft in your account. What would you do or say?
K. The customer leaves you a note indicating there is a new contact person. What would you do or say?
L. You get sick with the flu and you have two buildings that take about 3 hrs each to clean. What plan of action would you take to make sure your buildings get cleaned. What would you do or say?
M. After the account starts, the customer allows a pet dog on premises daily - this pet creates substantial more work. What would you do or say?
N. The customer has serious pest control issues. What would you do or say?
O. The customer requests for one week only that the regularly scheduled cleaning day be changed because the President is making his annual visit. What would you do or say?
P. The customer is using your supplies (chemicals and cloths) without your permission. What would you do or say?
Q. You are cleaning a building after hours with high security regulations, such as bank or federal building. A person claiming to be an employee knock on the outside door and claims he forgot his key to get inside the building. What action do you take? What would you do or say?
R. A female employee is working after hours and loses track of time. It is dark and the parking lot is far from the building. She asks that you escort her to her car because she is afraid. What action do you take? What would you do or say?
S. Yor are cleaning a building after hours and a customer asks that you notify the police if you see young teenagers with skateboards playing on the sidewalk of the exterior of the building. What action do you take? What would you do or say?
T. The customer insists that you dispose of biohazardous waste and/or sharpies (needles). What would you do or say?
U. The customer refuses or is difficult about giving monthly evaluations. What would you do or say?