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In an effort to maintain excellent quality control,
we have implemented 24-hour customer support that allows you,
our customer, access to a live person anytime!
We have several ways for you to communicate with us,
each individually suited according to your specific business needs:
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Toll-Free 24-hour Customer Support at every
Regional Support Center.
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Direct On-line Contact with our Operations
teams via email and/or fax.
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Communicate with your Franchise
Owner through Coverall Cleaning Concepts’ Log Book
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Communicate with Coverall Cleaning Concepts’ Regional Support Centers through our
dedicated
extranet website at www.coverall.com/support.
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Quality Control:
CUSTOMERS FOR LIFE® PROGRAM
Our Customers for Life® Program helps to ensure that you get off to a good start by
providing a framework through which all initial, interim and long-range customer needs are met.
Target 90:
During the first 90 days, Coverall Cleaning Concepts and our Franchise Owners keep a
careful watch on customer satisfaction.
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Your Field Consultant will strategically match your site-specific needs with a
Franchise Owner prior to the account start.
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The Franchise Owner will conduct a facility walk-through, and the Field Consultant
and Account Contacts will define work specifications, security, and safety issues
as well as all special service requirements of the facility.
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Your Field Consultant will provide a start-up package,
which includes a welcome letter
outlining the range of support services available and a Log Book. The Log
Book communication tool is used
to address immediate needs as they arise.
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A call placed by your Field Consultant will review how well
the start-up met your
expectations.
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The local Regional Support Center will contact you within 30,
60, and 90 days of the initial service dates
to solicit important feedback.
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The Field Consultant will conduct monthly on-site inspections and surveys
to help insure customer satisfaction with the
services provided.
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FOCUS 180:
This six-month program helps to ensure
continuous quality service.
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Your local Regional Support Center will continue
to place customer feedback calls every 30
days to ensure open communication channels
and quality service.
- A monthly on-site inspection/survey program enables us to meet the
ever-changing needs of facility managers.
- Coverall Cleaning Concepts will conduct a Franchise Owner Account Review to
ensure that current work schedules are performed in accordance with your needs.
- On the six-month anniversary, Coverall Cleaning Concepts will perform a Field
Consultant Review to help further ensure long-term quality service.
C.A.R.E.
The third component of the Customers for Life® program is C.A.R.E. This component is
specifically designed to ensure long-term quality service by focusing on the site-specific requirements and the individual needs of each Coverall
Cleaning Concepts’ customer. Each letter of C.A.R.E. stands for
a step in creating this unmatched system for keeping customers
satisfied with the long-term quality of services provided.
C: Communication is vital in establishing a strong relationship
between a company and its customers. Our extensive
communication system is in place to provide on call assistance
when needed.
A: Action is taken continually to achieve optimal results. In
improving the quality of service you receive, Coverall Cleaning
Concepts will recommend additional services that will help enhance the appearance of
your facility and/or rectify a problem area.
R: Resolution confirms that your facility’s cleaning service plan is in place and working.
The Regional Support Center will follow up with each customer to achieve this goal.
E: Evaluation measures the effectiveness of each pre-approved plan by means of a
tracking and reporting system.
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