Perform Quality Services Storyboard_2


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Storyboard Text

  • Cleaner entering office to clean trash
  • Greeting the office staff politely 
  • Good morning Sir. I'm here to clear your trash. Please excuse me, thank you.
  • Staff asking a query 
  • Hi, will you be able to clear the trash twice daily for my department as the trash is always overflowing?
  • You are an office cleaner. You are going to clear the trash from  every office table
  • Handling customer enquiry properly
  • I understand, you would like me to clear the trash twice a day. Would it be from today onwards? Noted on your request, I will check with my supervisor and let you know the decision in 10 minutes. 
  • It is important to greet the customer before you start cleaning. Some appropriate phrasing include: 1) Good Morning / Afternoon Sir or Ma’am, 2) Hello Sir/ Ma'am, 3) Hi Mr / Mrs ________, my name is _______,  4) I am pleased to meet you, 5)  May I help you? A simple smile can make clients feel welcome and comfortable. Your tone is also important, not too loud or too soft. Tone should be well-balanced yet pleasant. Also remember to observe good posture and body language as it gives the customer a sense of  being keen to be attended to. Stand straight and do not slouch. You can observe yourself in the mirror for good posture.    
  • Check with supervisor and get back to office staff regarding enquiry
  • Hi Sir, the office staff asked me if I am able to clear the trash twice a day instead of once. Is it okay?
  • As you are clearing, one of the staff asks you if you will be able to clear the trash twice daily for his department as the trash is always overflowing. 
  • Revert back to customer regarding enquiry 
  • I have checked with my supervisor, he mentioned that we will be able to clear the trash twice a day 
  • Always have a customer first mind-set. When asked a query, do the following 5 steps.  Step 1: Acknowledge,listen clearly to the query. Step 2: Ask if unsure. Step 3: Inform the customer that you will need to check and revert in time. 
  • Then, proceed onto Step 4: Report to Supervisor 
  • Lastly, proceed on to Step 5: Inform customer.  
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