What Does Excellent Waste Management Customer Service Look Like?
In the fast-paced and complex world of healthcare waste management, working with a partner that emphasizes superior customer service is critical to ensuring patient safety and clinician excellence. Over the last two years, the strain and stress of the COVID-19 pandemic has highlighted the challenges that poor customer service can bring. Have you been left waiting on the phone for hours to speak to a customer representative? Experienced missed or delayed pick-ups, price-surges, and supply-chain shortages? These sort of service issues can have a negative impact on your facility’s efficiency, safety, and compliance.
Here at Daniels Health, we strive to maintain the highest standards in the industry, taking a proactive approach to communication, service reliability, and customer responsiveness. We pride ourselves on our excellent customer service, with a hands-on, integrated approach. From our customer service team to our field team, you can count on Daniels to meet your needs with guaranteed communication, pre-determined pricing, and a secure supply chain of sustainable containment solutions. Moreover, with ownership of the entire process, we are best positioned to handle any challenges that come our way. At a time when the unexpected has become ordinary, Daniels is a waste management partner you can count to meet your needs.
With that in mind, we’re looking at how “the power of service” has helped our partners navigate through challenging times. We are so proud to have a dedicated team here at Daniels Health that enables our company to achieve the highest level of customer service, support services, and quality assurance.
TOPICS WE WILL COVER:
Measuring Success with DIFOT Scores
One of our key performance indicators is our DIFOT score, which stands for “delivery in full, on time.” This communicates our service delivery from the customer’s point of view. At Daniels, we measure a successful delivery as a service that is not only on time but has the right amount and type of containers as expected, unless otherwise pre-agreed with the customer. Because we own every element of the disposal process, we are able to deliver at consistently high, above-average rates, so you never have to worry about missed services.
DIFOT is tracked at a regional level, so for example, we can proudly claim that in British Columbia our DIFOT score is 98.1%, meaning for every 100 services; we complete 98 of them on time and with full delivery of our products.
How does that compare to other service industries? In December 2020 for example, UPS, USPS, and FedEx had a combined average DIFOT score of 72% meaning they completed 72 out of every 100 deliveries in full and on time. Maintaining consistently high delivery rates is no easy feat, and it is a key component of our customer experience.
Customer Service Team
At Daniels, we have a committed customer service team. Our team helps to navigate supply chain, surplus needs, and service schedule changes to ensure your facility provides the best care to your patients without unnecessary disruptions. We know our customers want to understand our processes and policies, while also trusting our expertise.
Our customer service team is here to provide proactive communication, support deliveries/pickups schedules, and resolve any issues in a timely manner. They support our customers and staff with projects, data reporting, and communications to enhance individual accounts. You can get in touch with our hands-on customer service team based via phone, email, and live chat.
Excellent customer service does not just start and end with the customer service team. Every area of the business is critical, but none more so than our field services team. That’s why Daniels maintains a contingency plan for temporary labor replacement, ensuring service continuity in the event of labor shortages. And, because we own our own transportation and logistics, we are never at the mercy of third-party disruptions. Our internal training processes and SOPs (standardised operational procedures) enable fast and effective onboarding, cross-functional support, and workforce effectiveness in time of need.
Sometimes, despite our best efforts, issues do occur, but our approach is designed to handle the unexpected. For example, if our transport systems have failed (e.g., a truck has broken down), it is usually rectified within the same day and escalated to our national and global support teams, which focus on ensuring healthcare service continuity. In times of supply-chain shortages, like what we’ve experienced throughout the pandemic, we have agile resources and service contingencies in place for increased fluctuations in waste volumes and service scheduling. We maintain a surplus of bins, staff, and fleet capacity to accommodate the evolving changes that the COVID-19 pandemic brings. In addition to our reliable service-based model, our customer inventory is optimally set so customers will have up to 48 hours of contingency stock on hand.
Additionally, our emphasis on reusable containers means we always have a secure supply of fresh containers to provide to healthcare facilities, avoiding any industry supply-chain shortages – something waste management providers have struggled with throughout the COVID-19 pandemic.
Why Choose Daniels
At Daniels, our team goes above and beyond, but don’t just take our word for it. This is what some of our partners have to say about their experience with Daniels as their waste management provider:
For a number of years I have had the pleasure of having Daniels as a service provider and throughout the years I have been impressed with their commitment to customer service. We have not only been the recipient of good quality service, our staff have been provided exceptional training by informative and dedicated staff. Our questions and issues are always addressed in a timely manner and the team at Daniels have always gone above and beyond our expectations. - Catherine Lockwood | Joseph Brant Hospital.
A quick note of appreciation of the service delivery provided by Daniels Health, from the drivers, office staff, and the general Manager, the Daniels team go above and beyond to ensure customer satisfaction. Service delivery times are consistent, drivers are courteous and more than willing to assist, [and] the communication from the office is professional, with additional requests expedited. - Tom Steeves | Horizon Health Network.
We are proud to be recognised as a leader of clinically designed waste services, providing valuable, sustainable, cost-effective, and, most importantly, compliant protection for facilities. Our local and national customer excellence team is here to help attain your desired waste management outcomes. If you would like to find out more information on who we are and what we do, call us today.