Counter Staff Script
Script for Accepting Customer/s
How can we achieve to meet the expectation of customer/s to satisfy their needs? If customer/s is not satisfied then it leads to customer complain. And how can we resolve customer complain or to maintain without customer complain? But first let us examine their expectations. Like if our customer want to clean their laundry there are several expectations they want to be removed, like stain in their clothes, hard soil on their clothes particularly on their collars, are among others. But we may remove their expectations when we learn to isolate those expectations and if we can or can't do it. If we can we create a conversation question to identify them. Like do you have white shirts? Do you have stains that you want to be removed? Do you have special instructions to your laundry? All of these questions will lead us to isolate their expectations.
When customer come to us they're expecting that they found us to be a solution to their problem and not to add problem to them.
Here are the following conversation questions that we need to implement in order to isolate customer expectations:
1. Good day Sir/Ma'am how can I help you? Customer may ask for how much is our rate and so on.
2. Do you have jeans, towels and white shirts? We have separate rates for them, like whites are treated separately in order to maintain its white and to eliminate soils on collar and other part of the shirt.
3. Ask the customer if he/she want to avail our extra service rate on top our regular rate? If they say yes then continue to weigh their laundry if they say no, they may remove those item from their laundry list.
4. Do you have stains that you want to be removed? If they said yes then we give our extra rate for removing stains but don't give empty promise that we can remove the stain but we will try our best to remove them since it is a stain, specially blood stains.
5. Do you have special instructions to your laundry? Like thin fabrics that needed special care i.e. nighties, bra, underwear, imported shirts. So that we can turn our washer/dryer to delicate settings for these special laundry.
6. Categorized each laundry according to our individual service rates for each laundry i.e. shirts, jeans, towels, whites, etc.
7. Let customer sign the Job Order and cashier/counter person sign the Job Order as well.
8. Ask if they're going to pay it now or pay it later.
By doing these steps we are on our way to satisfying our customer/s expectation to meet their needs, we also eliminate our customer/s over expectations.
How can we achieve to meet the expectation of customer/s to satisfy their needs? If customer/s is not satisfied then it leads to customer complain. And how can we resolve customer complain or to maintain without customer complain? But first let us examine their expectations. Like if our customer want to clean their laundry there are several expectations they want to be removed, like stain in their clothes, hard soil on their clothes particularly on their collars, are among others. But we may remove their expectations when we learn to isolate those expectations and if we can or can't do it. If we can we create a conversation question to identify them. Like do you have white shirts? Do you have stains that you want to be removed? Do you have special instructions to your laundry? All of these questions will lead us to isolate their expectations.
When customer come to us they're expecting that they found us to be a solution to their problem and not to add problem to them.
Here are the following conversation questions that we need to implement in order to isolate customer expectations:
1. Good day Sir/Ma'am how can I help you? Customer may ask for how much is our rate and so on.
2. Do you have jeans, towels and white shirts? We have separate rates for them, like whites are treated separately in order to maintain its white and to eliminate soils on collar and other part of the shirt.
3. Ask the customer if he/she want to avail our extra service rate on top our regular rate? If they say yes then continue to weigh their laundry if they say no, they may remove those item from their laundry list.
4. Do you have stains that you want to be removed? If they said yes then we give our extra rate for removing stains but don't give empty promise that we can remove the stain but we will try our best to remove them since it is a stain, specially blood stains.
5. Do you have special instructions to your laundry? Like thin fabrics that needed special care i.e. nighties, bra, underwear, imported shirts. So that we can turn our washer/dryer to delicate settings for these special laundry.
6. Categorized each laundry according to our individual service rates for each laundry i.e. shirts, jeans, towels, whites, etc.
7. Let customer sign the Job Order and cashier/counter person sign the Job Order as well.
8. Ask if they're going to pay it now or pay it later.
By doing these steps we are on our way to satisfying our customer/s expectation to meet their needs, we also eliminate our customer/s over expectations.
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