Customer Service
What is paraphrasing or reflective listening?
This technique involves repeating or rephrasing a customers concern to confirm understanding of the issue.
Rotational bearings need grease when?
Once a week
High PH is used in what areas of the wash?
Pre-soak, bug spray, CTA
What is the measurement of a log chain?
11-9-7
What on the PH scale is our high PH?
13.0-13.8
What method do we use here for customer service, explain what the method stands for.
The L.A.S.T method.
Listen, Apologize, Solve, Thank
How often do electric motors need grease?
Once a year
What does our wash put in towels?
Glass cleaner and all purpose cleaner
How does air pressure control the balance of the top brush?
It doesn't
At what PH should the car leave the tunnel.
4-6
You have an angry customer claiming our wash damaged their vehicle, What way do you respond to them?
I'm really sorry this has been your experience can you please explain to me what you believe happened?
What PM gets you food
The pit
What brush doesn't have a lubricator nozzle?
Tire shine
The Sonar measures what on the vehicle and effects what brush?
The depth of the vehicle and top brush
What is my favorite color?
Red
What is proactive service?
Offering a solution before the customer asks for one based on anticipating their needs.
Foamers should be cleaned how often?
Weekly
What motor does the hydrominder use
G52
What all needs to be locked and tagged out to make a repair on the omni?
Hydraulic, air and MCC power pack
What is spot free water?
Water under 50 parts per million
What is exceeding expectations? (Or delighting the customer)
This is the concept of going above and beyond solving a customers problem to create a memorable and positive impression.
UHMW bearings on the mitter should be greased how often?
Never
What are the color coded nozzles on the hydrominder called?
Drip tips
Explain how a solenoid works?
Electricity moves through the cylinder in a forward or backward direction forcing the spring to contract or expand causing the plunger to open or block flow
What should happen to the rest of the water on the car after leaving the tunnel?
The water should evaporate when it hits the atmosphere.