Roscoe Customer Service

  • Program Flexibility
  • Competitive Pricing
  • Accessibility to President
  • Customized Reporting
  • Individual Service Reps
  • Remote Account Access
  • Visitation Program
  • Appreciation Program
  • 1-week turnaround for repairs, replacements, new hires and size/color/garment changes

Responsiveness

  • Continuous Attention to Customer Feedback.
  • 1-Hour Response Time.
  • Yellow Bag Program for effective identification of repair issues.
  • Wearers are kept informed of repairs to garment.
  • “Hey Jim Buik!” cards to communicate directly to the President of Roscoe.
  • One More Time Program to prevent shortages in cases of garment replacements.

Communication with decision makers

  • Regular customer visitation programs.
  • Accounts are assigned to a Customer Service Rep, so the customer knows who to contact internally when necessary.
  • 1 hour service response.
  • All service, sales, and leadership team have mobile phones for easy communication and quick response.
  • PRIDE Surveys to track customer satisfaction.
  • Closed loop systems ensure problem resolution is to the customer’s satisfaction.
  • Voice mail features:
    • 24 hour voice mail.
    • Copies of voice mail messages are sent to admin team for documentation, immediate action and closed loop resolution internally and with the customer.
  • Customized reporting available.
  • Your account information is convenient and readily accessible via the internet.

Communication with wearers

  • Pocket stuffers keeps the wearers informed of Roscoe services.
  • New wearers educational brochure explains Roscoe systems and how to get help.
  • Yellow Bag Program effectively identifies repair issues.
  • Communication posters explains Roscoe systems and how to get help.
  • Stickers for One-More-Time replacements and cards communicating completed repairs.
  • Appreciation Days sponsored by Roscoe shows our gratitude for letting us serve you.
  • “Hey Jim Buik!” cards communicate directly to the President of Roscoe.

Friendly Invoice

  • Clear and easy to read/understand.
  • Charges grouped by wearer.
  • Item code summary explaining types of garments being utilized.
  • Number of repairs completed each week appears on invoice.
  • Statement
  • Convenient payment options
    • Credit card
    • COD
    • Automatic Funds Transfer (ATF)