CINTAS SSR REVIEW QUESTION SET
WITH ACCURATE ANSWERS
◉ Role Play (Comfort of Garments) -Our maintenance mechanic
has approached me about wearing his own clothes because he
says your garments are uncomfortable.
Answer: •Empathize-I apologize that one of your employees does
not feel the garments are comfortable.
•Clarify-Help me understand exactly what the concern is. Is it just
(employee's name) that is having issues with comfort?
•Isolate-Beyond (employee's name) garments, do you have any
concerns with any other part of your service?
NOTE:
Keep in mind that the employee may be trying to get out of
wearing uniforms. This should come out if you speak to the
employee directly. Remind the contact of the importance of the
uniform program to their business by referring back to the
original buying motive.
◉ Role Play(Cleaning Quality) -I'm not sure what is going on but
the clothes you have been bringing us the last few weeks look
terrible. They still look dirty. What's going on?
Answer: •Empathize-I apologize for the cleaning quality and any
inconvenience it has caused. Would you be willing to review the
uniforms being delivered today?
, •Clarify-Is it one or two employees' (use names if provided)
garments or all of them?
•Isolate-Other than the cleaning quality, are there any other parts
of your service that you're concerned about?
•Respond-Mr. Customer, I will take care of this immediately and
let you know what we can do going forward.
Note: If, in your opinion, the garments have been cleaner in the
past, suggest you leave a couple sets and take the others back to
be re-cleaned and discuss the issue with the Plant Manager. Also,
ask if there have been any new soils that the garments have been
exposed to.
PROACTIVE STEPS
1. Make sure that the customer is educated on the difference
between stains and an item being dirty.
2. Make sure that appropriate colors are used for soil level.
◉ Role Play (Stains) -The shirts you brought last week for our new
employee were in bad shape. They had stains all over them.
Answer: •Empathize-I apologize..
•Clarify-Is it only the garments for (employee's name)?
•Isolate-Other than the cleaning quality, are there any other parts
of your service that you're concerned about out.
•Respond-Will depend on if the stains were caused by the
customer or by our processing.
NOTE:
If the stain is caused by the customer and their processes,
determine what is getting on the garments and let the customer
WITH ACCURATE ANSWERS
◉ Role Play (Comfort of Garments) -Our maintenance mechanic
has approached me about wearing his own clothes because he
says your garments are uncomfortable.
Answer: •Empathize-I apologize that one of your employees does
not feel the garments are comfortable.
•Clarify-Help me understand exactly what the concern is. Is it just
(employee's name) that is having issues with comfort?
•Isolate-Beyond (employee's name) garments, do you have any
concerns with any other part of your service?
NOTE:
Keep in mind that the employee may be trying to get out of
wearing uniforms. This should come out if you speak to the
employee directly. Remind the contact of the importance of the
uniform program to their business by referring back to the
original buying motive.
◉ Role Play(Cleaning Quality) -I'm not sure what is going on but
the clothes you have been bringing us the last few weeks look
terrible. They still look dirty. What's going on?
Answer: •Empathize-I apologize for the cleaning quality and any
inconvenience it has caused. Would you be willing to review the
uniforms being delivered today?
, •Clarify-Is it one or two employees' (use names if provided)
garments or all of them?
•Isolate-Other than the cleaning quality, are there any other parts
of your service that you're concerned about?
•Respond-Mr. Customer, I will take care of this immediately and
let you know what we can do going forward.
Note: If, in your opinion, the garments have been cleaner in the
past, suggest you leave a couple sets and take the others back to
be re-cleaned and discuss the issue with the Plant Manager. Also,
ask if there have been any new soils that the garments have been
exposed to.
PROACTIVE STEPS
1. Make sure that the customer is educated on the difference
between stains and an item being dirty.
2. Make sure that appropriate colors are used for soil level.
◉ Role Play (Stains) -The shirts you brought last week for our new
employee were in bad shape. They had stains all over them.
Answer: •Empathize-I apologize..
•Clarify-Is it only the garments for (employee's name)?
•Isolate-Other than the cleaning quality, are there any other parts
of your service that you're concerned about out.
•Respond-Will depend on if the stains were caused by the
customer or by our processing.
NOTE:
If the stain is caused by the customer and their processes,
determine what is getting on the garments and let the customer
