Dexter Customer Service — Expert Operational Guide

Overview and Purpose

Dexter Customer Service (the “service” herein) should be designed to deliver fast, consistent resolution while protecting brand equity and minimizing cost-to-serve. For a mid-sized consumer hardware company selling 50,000 units annually, a best-practice customer service organization reduces returns by 12–18% year-over-year and improves Net Promoter Score (NPS) by 8–15 points within 12 months when implemented correctly. The organization’s remit includes inbound phone, email, chat, social escalation, returns processing, warranty management, and field service coordination.

Start by documenting a single source of truth: product SKUs, firmware versions, warranty periods, return windows, and approved remedies. This knowledge base should be version-controlled (change history, author, date) and accessible across channels. Typical architecture: a cloud-based CRM + knowledge base + workforce management (WFM) + telephony stack integrated through APIs.

Operational Metrics and Targets

Define clear KPIs, with targets reflecting customer expectations and cost constraints. Industry-leading targets that pragmatic operations should aim for are listed below; tailor them to your volume and customer contract terms. Track daily, weekly, and monthly trends and use a rolling 13-week baseline for capacity planning.

• Customer Satisfaction (CSAT): target 85–90% post-contact survey response within 30 days.
• First Contact Resolution (FCR): target 70–80% for phone/chat, 60–70% for email.
• Average Handle Time (AHT): 6–8 minutes for phone, 12–20 minutes for email cases.
• Service Level: 80/20 for phone (answer 80% of calls within 20 seconds); chat response <90 seconds.
• Abandon Rate: keep below 3%; target occupancy 75–85% with shrinkage planning at 35–40%.
• Case Aging: 95% of cases closed within SLA (24 hours for critical, 72 hours for standard).

Staffing, Training and Quality Assurance

Staffing should be calculated with a WFM tool using Erlang C for voice and Poisson models for asynchronous channels. For example, handling 1,200 inbound calls per day at an AHT of 8 minutes with 80/20 SL requires roughly 28 full-time agents including buffer for shrinkage; adjust for peak season multipliers (typical peak factor 1.3–1.8 during holidays). Use part-time pools and overflow vendors for predictable peaks.

Training: provide 40 hours of structured onboarding (product, CRM workflows, soft skills, compliance) and 8–12 hours quarterly refreshers. Quality Assurance should sample at least 5% of interactions per agent per month, using a scorecard with weighted categories: technical accuracy (40%), politeness/communication (25%), process adherence (20%), resolution ownership (15%). Aim for an aggregate QA score >80% with targeted coaching where scores fall below 75%.

Technology Stack and Integrations

Choose a CRM that supports multichannel case routing, a knowledge base with analytics, and an IVR that routes by intent. Common, proven combinations include Salesforce Service Cloud + ServiceNow or Zendesk + Talk + integrated WFM (e.g., NICE, Teleopti). Prioritize API-based telephony (SIP/WebRTC) to enable call recording, whisper/coaching, and CTI screen pop for agents.

Integrations to prioritize: ERP for RMA/returns (for inventory and reverse logistics), logistics provider APIs (for tracking, ETA), payment gateway (for refunds), and product telemetry (for connected products, to auto-open incidents with device serial/firmware context). Implement a two-week sprint cadence for KB updates and a 30–60 day release cycle for major CRM workflow optimizations.

Escalation Matrix and SLAs

Document a clear escalation matrix with time-based triggers and defined owner roles. Sample SLA tiers: Critical (safety, data breach) — 2-hour response, 24-hour resolution plan; High (product unusable) — 4-hour initial response, 72-hour resolution; Standard — 24-hour initial response, 7–14 day resolution depending on parts availability. Assign an owner at each tier: agent → team lead → product manager → VP operations.

Include automated escalation: if a case marked High is not updated within 4 hours, send SMS and email alerts to the on-call lead and open a Slack channel for cross-functional triage. Maintain an SLA dashboard with color coding (green/yellow/red) and daily stand-ups for any red items.

• Support Channels & SLAs (practical): Phone — 80/20 in 20s; Live chat — first response <90s; Email — initial response <24h, full resolution <72h; Social — initial response <2h for paid/priority customers; Onsite repair — next-business-day for premium plans, otherwise 3–7 business days. Example optional pricing: Premium support $49/month or $199/year (24/7 phone, NBD onsite), Onsite dispatch $125/hour plus parts.

Practical Procedures and Sample Language

Adopt concise scripts for common scenarios, but enable agents to personalize. Example opening: “Thank you for contacting Dexter Support, this is [name]. I see your serial number ends in 482 — can I confirm the firmware version on your unit?” Use confirmation framing: repeat issue succinctly, outline next steps, provide time-bound expectations, and ask for a final confirmation (“Does that work for you?”).

For failed resolutions, offer three clear options: immediate workaround, replacement/part order with ETA, or scheduled onsite service. Always close by summarizing agreed next steps, case ID, and preferred contact channel. Send an automated follow-up within 24 hours summarizing the call and listing the case owner and escalation details.

How to connect Dexter?

Device it is available in the Apple App Store and the Google Play Store. Once the download is complete open the app and click the connect button at the bottom of the home. Screen.

How do I contact DexterPay?

If you have a question about DexterPay, please contact the laundry where you used the app. That number can be found in the app under the location name and number. If you still have questions, please contact 641-209-8176.

What is the warranty on Dexter laundry?

Dexter brand washers have a 10-year parts warranty on the frame, tub, cylinder, shaft, seals, bearings, & bearing housing. Dexter brand washers and dryers have a 3-year warranty on all parts not listed under the 5 or 10- year limited warranty. This warranty must be registered with Dexter Laundry, Inc. to be eligible.

Where is Dexter Laundry headquarters?

Fairfield, Iowa
Dexter Laundry relocated to Fairfield, Iowa, in 1912. Today, more than a century later, we still call Fairfield home, and we manufacture all of our products at our facility here in the United States.

What is the phone number for Dexter Laundry support?

We’re Happy to Help. You can reach us by phone at 1.800. 524.2954 or 641.472. 5131.

How do you soft reset a Dexter washer?

Step-by-step guide

1. Turn machine off.
2. Hold down program button.
3. With program button held down, power on machine.
4. Keep button held down for 10 seconds.
5. If program mode appears, use Cold button to exit.