The Zoft Clean Onboarding Program for Customer Service Representative equips new team member with the knowledge and skills needed to deliver exceptional client experiences. This comprehensive training focuses on customer satisfaction, communication, and operational excellence, ensuring representatives are fully prepared to handle client interactions and uphold Zoft Clean’s high standards of service.
Participants will learn:
- Effective customer service techniques, including complaint resolution, satisfaction surveys, and maintaining positive client relationships.
- Commercial cleaning essentials, such as quoting contracts, pricing structures, and quality control practices.
- Sales and upselling strategies, leveraging CRM tools, overcoming objections, and managing referral programs.
- Operational best practices, including travel time optimization, cancellation policies, and managing client files.
- Work culture essentials, promoting inclusivity, teamwork, and employee appreciation.
- Mastering operational tools, such as Booking Koala, to streamline workflows and ensure client satisfaction.
By the end of this program, participants will be equipped to manage client inquiries, resolve issues professionally, and contribute to Zoft Clean’s reputation for excellence in customer service.
Curriculum
- 7 Sections
- 40 Lessons
- Lifetime
Expand all sectionsCollapse all sections
- IntroUnderstand Zoft Clean’s journey, rebranding efforts, and core values that drive our commitment to excellence in the cleaning industry.1
- Commercial CleaningLearn the basics of quoting, invoicing, and ensuring quality control for commercial cleaning contracts.9
- 2.1Initial Walkthrough – Zoft Clean Best Practices for Winning Commercial Cleaning Contracts
- 2.2Quoting a Cleaning Contract – Introductory Service Approach
- 2.3Pricing Structure for Commercial Cleaning Proposal
- 2.4Understanding Invoicing Terms for Commercial Cleaning Contracts
- 2.5Immediate Invoicing for Cleaning Contracts and Why It’s Important
- 2.6Invoice Payment – 4 Weeks Billing Cycle vs Monthly Billing Cycle
- 2.7Introductory Service for Cleaning Proposal – Role of Lead Cleaner in Quality Control
- 2.10Overview Video: Commercial Cleaning
- 2.11Quiz – Commercial Cleaning20 Minutes20 Questions
- Customer ServiceMaster client communication techniques, satisfaction surveys, and handling requests or complaints professionally.11
- 3.1Customer Satisfaction Survey and Google Reviews (Residential Cleaning)
- 3.2Periodic Customer Satisfaction Survey (Commercial Cleaning Contract)
- 3.3Cleaning Checklist and Why It’s Important
- 3.4Checklist for Regular Cleaning
- 3.5Checklist for Commercial Cleaning
- 3.6Before and After Pictures – Why It’s Important
- 3.7Clients Signing Off on a Cleaning Service – Why It’s Important
- 3.8What to Say When Client Ask for Extra Cleaning Outside of Agreement or Checklist
- 3.9Communicating With Clients When Running Late
- 3.10Overview Video: Customer Service8 Minutes
- 3.11Quiz – Customer Service20 Minutes20 Questions
- SalesGain insights into upselling, managing objections, and leveraging CRM tools to enhance client retention.9
- 4.1Inbound Log Book CRM – Customer Service Rep
- 4.2Outbound Log Book CRM
- 4.3Upselling to Existing Customers
- 4.4Overcoming Price Objections
- 4.5Overcoming Booking Objections When a Client is on the Fence
- 4.6Zoft Clean Referral Program
- 4.7Flyer Distribution – the Role of Zoft Clean Providers
- 4.8Overview Video: Sales6 Minutes
- 4.9Quiz – Sales20 Minutes20 Questions
- Work CultureUnderstand Zoft Clean’s commitment to diversity, inclusion, and fostering a positive team environment.3
- Policies and Best PracticesFamiliarize yourself with cancellation policies, complaint handling, and managing client files efficiently.9
- 6.1Zoft Clean Cancellation Policy
- 6.2Allocating Cleaning Job to Minimize Travel Time
- 6.3How We Store Employee Files?
- 6.4Zoft Clean Recommendations for Cleaning Supplies
- 6.5Nightmare Clients – Zoft Clean Best Practices for Handling Them
- 6.6Employee’s Appearance – Zoft Clean Policy
- 6.7Handling Customer’s Complaints – Zoft Clean’s Best Practices
- 6.8Overview Video: Policies and Best Practices
- 6.9Quiz – Policies and Best Practices20 Minutes20 Questions
- Operational Software and TemplatesGet hands-on experience with Booking Koala and other tools to streamline scheduling and reporting processes.2
