Transcript No Slide Title

Requirement 12:
Communication Systems
Cintas has several channels for uniform clothing wearers to communicate their needs. Consistent and
timely communication with timely and proper follow-up is the key to a solid, well run program that
eliminates the need for management involvement or wasted productive time.
The components of the Cintas communication system are:
 Tell sales service representative during one of his weekly visits
• Call office and speak with customer service representative
• Place service request tag on soiled garment prior to pick-up
• Send in monthly postage paid card
• Monthly account management visits
Like any system, the success of Cintas’ communication network is based upon execution and training.
These are vital components to a safe/effective running uniform program.
Customer Service
 Empowered Route Service People
 Account Managers
 Customer Service Representatives
 Call Management
 Central Computer Based
 Frequency & Types of Requests
 Both Phone & Written
 Individual Request Performance
Communication Systems—
Customer Satisfaction
Communication Systems—
Customer Satisfaction
 Cintas scored #1 as
the “Industry Leader
in Providing
Excellent Customer
Service
 Customer Request
System tracks all
incoming calls for
quick resolution
 CSI measures
levels of customer
satisfaction for each
Cintas location
 Mystery Shopper
Program
Communication Systems—
Service Sales Reps.
Communication Systems—Customer
Request System
 All incoming
customer calls are
documented
 On the first call, an
immediate plan of
action is agreed upon
with customer
 Customer
satisfaction is
guaranteed
Wearer Education



Ensures Wearer
Acceptance
Promotes Safer Work
Environment
Examples:
CD/DVD’s
Informational
Brochures
Internet Tools
Program Management Resources
 Custom Web Site Capabilities
 Locally Served
 Documented Policies and
Procedures
 Program Flexibility
COM
Custom Site Programs
On-line Programs
Eliminates Errors
Benefits to the
Customer
Instant communication to Cintas
Quicker turn time on orders
Employees do not have to remember
items, they can choose by picture.
Specific pricing for MD Anderson
High level of security
Personalizes the experience –
Testronics logos, items, and prices
Reduce administrative time, tracking
time (saves customer money)
Management Reports
On-line Programs
Purchase Programs
‘Knit Shirts’
FRC Products
On-line Programs
Rental Program
Choose Garment
 Color
 Size
 Sleeve length
 Program
Customized to Your
Program
Parts Department
Shirt/Pants
Jackets
Shirts Only
Pants Only
Cotton Cover-All
FRC Cover-ALL
Ask Cintas
Rental Coverall
On-line Programs
Size Change Information
On-line Programs
Reports
On-line reports
designed by
MD Anderson
FAQs
Reports
Contractors Report
Usage and Invoice
Ask Cintas