A Letter to our Customers: 2022

Dear valued Customers,

Our Customer Service team is at the heart of everything we do here at Micronclean. We are the central hub for customers and staff alike we strive to create quality and efficiency for every interaction that crosses our department.

Our Customer Service Coordinators are each assigned to several of our BDMs (Business Development Managers) offering our support to both our internal and external customers from our head office base, being available from 8am-5pm Monday-Friday. Our Co-ordinators act as the first point of contact in answering queries from our customers. Our aim by splitting our team between BDMs is to provide our customers with key support and more importantly allows our customers to speak with one contact for all day-to-day queries. This helps build great relationships between our Coordinators and customers, and more importantly gives a personalised service.

Like so many others, working remotely has become the norm for the past 18 months. For a team who work so closely together, this has without doubt bought its challenges however our team have stayed in regular contact via calls/email, and virtual team meetings to ensure we continue to work as a team to continually deliver excellent service.

Whilst we have a great reputation for high-quality customer service, we are always looking at ways to continuously improve and gain further feedback from our customers. This year, we will be launching a “customer service feedback email” as a response when you receive an email from one of our Coordinators. We love to hear feedback about our department and in particular members of our team, and by launching this it will allow us to improve and further build upon our successes.

Another part of Micronclean’s continuous improvement is our new system called the OFI (Opportunity for Improvement) Portal which some of our customers may have already used. The system which is user-friendly to customers allows issues/Complaints to be logged. Our OFI portal is more advanced to our previous Complaints process by allowing full traceability of problems reported to expedite issues. The system provides increased capture and categorisation of problems that have occurred and more importantly it’s the foundation for resolving issues with a professional and Quality response provided to customers within 14 working days.

Running in line with our OFI portal, we have an exciting new customer ‘’portal’’ which provides customers direct access to their Account/Contract information. The portal can provide you with useful quick information such as: garment set details, scan data, invoices and much more.

If you are our customer and would like access to our latest OFI and garment portal system, please get in touch to request an Account using the following email: customer.services@micronclean.co.uk. Our team can also answer any questions you may have, or guidance you may require on our systems.

And finally as always, training will be a key focus area for 2022 where we continue to attend knowledge forums, and training sessions. We will be continuing to further develop our knowledge during internal sessions as our products and offerings are forever growing. Working alongside our customer service charter, our team are inter trained to deal with any situation a customer may experience, and our standardised procedures allow excellent service to be experienced by all customers.

We look forward in continuing to work with our customers and further build relationships, and lastly would like to thank you for your continued custom.

Author

Rosie Hayes

Customer Service Supervisor