Customer Service - Admin

Customer Service - Admin

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Course curriculum

1. Overview of the House Cleaning Industry
2. Letter from CEO
3. Company Persona: Our Guiding Principles in Client and Cleaner Interactions
4. CORE Values & Mission Statement
5. Online Presence and Reputation
6. Office Staff Dress Code
1. Chrome Browser
2. 1Password
3. Slack
4. Gmail
5. Ring Central (RC)
6. Loom
7. ClickUp (CU)
8. Maid Central (MC)
1. Overview
2. Client Profile / Contact Information
3. How & When to use Tags
4. Job Schedule
5. Cleaner Preferences
6. Cleaner Preference Response Scripts
7. Client Note Pactice Questions
8. Notes Tab
9. Home Level Tabs
10. Job Schedule Tab
11. Technicians Tab
12. Client Note Pactice Questions
13. Inspections Tab
14. Scorecards Tab
15. Client Profile Practice Questions
16. Service Set Information
17. Work Order Note Template
18. Service Set Jobs Tab
19. How to Set Preferred/Exclude Times for Clients
20. Service Set Practice Questions
1. Overview
2. Understanding Zones
3. Zones Quiz
4. Customer Efficiency Map
5. Customer Efficiency Map Quiz
6. Schedule Efficiency Map
7. Schedule Efficiency Map Quiz
8. Using your Availability Calendar
9. Availability Calendar Quiz
10. How to Read the Master Schedule (MS) in MC
11. MS Quiz
12. Using the Daily Job Schedule Screen
13. Daily Job Schedule Quiz
14. Scheduling Rules
15. Schedule Rules Quiz
1. Overview
2. Schedule Priority List
3. Schedule Building Quiz
4. Step 1 - Cleaning Up
5. Step 1 Quiz
6. Step 1 - Practice Questions
7. Step 2 - Back Filling
8. Step 2 Quiz
9. Step 2 Practice Questions
10. Step 3 - Client Updates
11. Step 3 Quiz
1. Client Terms of Service
2. Client Terms of Service Quiz
3. Proof of Insurance
4. Client Communication Expectations
5. Managing Client Interactions
6. Communications Quiz
7. MC tickets
8. Managing Your Ring Central (RC) Account
9. Call Script - Answering the Phone
10. Managing Your Gmail Account
11. Gmail Quiz
12. Client Redirects
13. Redirect Quiz
14. Managing Client Bumps
15. Manage Scorecard Comments
1. HEARD Method
2. Complaint / Failing Scorecard
3. Resolve Breakage / Damage Issues up to $100 - Office Procedures
4. Breakage /Damage
5. Escalated Clients
6. How to Schedule a Re-Clean in MC
1. First Point of Contact for Field Staff
2. Primary "Office Phone" Slack Account
3. How to Streamline Team Communications
4. Daily Workflow
5. Impact on Employee Retention
1. Overview
2. Handling Morning-Of Changes
3. Daily Dispatch Steps
4. Example Scripts - Dispatch Notes
5. New How to Schedule Dispatch Notes in Slack
6. Monitor Teams - 1st Job on Time
7. Midday - Check In
8. Monitor Route Progress
9. How to Monitor Teams Progress
10. Late Arrival Notice
11. Send Help Procedures
12. Adding Additional Jobs- Day of
13. End of Day Check-Ins and Time Overages
14. Keep Time Logs Updated and Accurate Daily
1. More Time Needed
2. One-Time / First Time Clean - Additional Info and best Practices
3. 1st / One Time / Deluxe - More Time Needed Procedures
4. Cleaner Issues
5. Lockout Procedure - Office
6. Missing or Broken Equipment
7. How to Address Complaints with Cleaners
1. Rate Modifiers
2. Lockout Fee
3. Cancellation Fee
4. How to Waive Cancellation Fee
5. Calculating an Itemized Removal or Add-On of Rooms
1. How to Add/Update Card on File
2. Handling Declined Card Payments
3. Tips
4. Payroll Adjustments
5. Manage Client Referral Reward Program
6. How to Apply Coupons
7. How to Purchase a Gift Card
8. How to Apply Gift Cards
9. Price Evaluation or Increase Needed
1. Cleaner Call-Outs
2. Short Staffed
3. Over Staffed

About this course

Free
124 lessons
0 hours of video content

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