When you think of a customer service representative, the usual thoughts of answering phones and taking orders come to mind. While our customer service representatives perform those tasks, there are many steps to the process they follow daily, which you may not think of when their position comes to mind.
Our sales team at J Bar follows a certain process to ensure the best experience for our callers, a sequence of steps that eventually lead to the delivery of the services and our customer’s satisfaction.
Make contact with your prospect and record their details. The customer service department is the first voice our customers hear when calling our office to schedule services. Our representatives answer the phone in a friendly manner and write down the caller’s name, and any other details are given at first contact.
Find out more about the prospect and determine if your products or services are a good fit. Customer service reps get more information about the job the caller needs services. Are they calling for a dumpster or restroom delivery? Is it a construction job or a special event? Do they need a hand sanitizer station or hand wash station in addition to the restroom? If they are calling for a dumpster, do they need a 20-yard or a 10-yard unit?
Drill into the prospect’s requirements – The CSR will ask the caller for other specific requirements that make a difference in the information and quote they can give. How many people will be on-site, leading to the following question: does the customer need multiple units or more than a weekly service? Does the customer need additional services like hand wash and hand sanitizer stations? If it is a call about a dumpster, does the customer know if they will need swaps or pre-schedule their removal?
Demonstrate to the prospect how your product or service would benefit them. It is during this step that the customer service representative usually outlines all the perks to using our services:
- Immaculately clean restrooms with hospital-grade disinfectant used during service.
- Grated floors for improved ventilation throughout the unit.
- The strong deodorizers we use keep the restrooms smelling fresh until the next cleaning.
Send your quote or proposal – most times, the CSR will give a quote over the phone, but some customers ask for a formal, written quote to bring to their superiors. CSR will then fill out a template with the rental information and send that to the prospective customer.
Adjust your proposal in the light of the prospect’s needs or wishes – if the caller has special circumstances or has a question about pricing, CSR has the chance to take the issue to the sales supervisor and discuss different pricing options. They will then call the customer back whether the price is changed or not to confirm or will send a revised quote.
Once the sale is confirmed, CSR will begin the account-creating process. The CSR will fill out an order form over the phone with the customer to include billing information, site specifics, and the quoted price of the unit and proceed to send our DocuSign rental agreement to the customer.
Deliver your products or services: After the customer signed and returned, the account and order entered in the system are released by the sales supervisor. During this process, the geocode of the site is analyzed to be sure it is correct for the convenience of the driver; special delivery or placement instructions are included in the work order if the customer expressed them; contact information and gate codes are verified; and the delivery of the product is scheduled, awaiting routing from Dispatch. From there, our products are delivered to the customer.
That concludes the sales process, but the task of customer satisfaction is never complete. Our team still makes themselves available to the customer in all aspects, from ensuring the servicing of restrooms each week or taking care of scheduling dumpster deliveries or swaps to sending products to additional sites as our relationship with the customer continues to grow.
Our sales team at J Bar takes their jobs to heart and provides the best services for the customers. If you have any questions about services or our products, please give us a call at 830-598-5227 or submit a service request on our website at gojbar.com/schedule-service.