Communication
"I don't know but ______"
I'll find out
True or false:
Customers usually want to be heard before they want a solution.
True
What's the first supply people notice is missing?
Soap
Paper Towels
Toilet Paper
Who are your internal customers?
Coworkers
A wet floor without a caution sign is what type of issue?
Safety hazard
A staff member reports a problem. What should you do first?
Listen
A teacher says:
"This restroom is always dirty."
What is the best first response?
Thank them and gather information
Which creates more complaints:
A dirty mirror or no toilet paper?
No toilet paper
True or False:
Helping another custodian helps customer service.
An overflowing trash can is a cleanliness issue, but also affects what?
Customer perception
What is one thing you should never do when someone complains?
Argue
Get defensive
Blame others
Interrupt
What's wrong with saying:
"I cleaned it yesterday."
It sounds defensive and doesn't address the concern
What restroom issue is both a safety and customer service concern?
Wet floors
A coworker asks for help with a spill. What should you do?
Assist if possible or find support
What's the first priority when inspecting an area?
Safety
Why is follow up important?
It shows the customer their concern matters
Name one way to turn a complaint into a positive experience.
Respond quickly
Follow up
Thank them
Fix the issue
Name three things you should inspect during every restroom check.
Why is communication between shifts important?
Issues don't get missed
A loose entrance mat creates what kind of risk?
Trip hazard
Name three words that describe great customer service
Respectful, responsive, helpful, friendly, professional, empathetic
What complaint do people often remember longer than the actual problem?
Poor communication
What restroom issue generates complaints even when everything looks clean?
What's the biggest customer service risk when teams don't communicate?
Problems go unresolved
Name three things visitors notice in the first 30 seconds of entering a building.