Mandala Scrubs — Customer Service Playbook and Practical Guide

Executive summary

Mandala Scrubs customer service is built to deliver measurable outcomes: fast resolution, low return rates, and high lifetime value. A professional program combines clearly published policies (returns, shipping, warranties), multi-channel access (phone, email, chat, social), and operational KPIs (first-response time, first-contact resolution, Net Promoter Score). The objective is to convert post-purchase friction into retention: reduce churn by 5–10% year-over-year and increase average order value by 8–12% through service-enabled cross-sells and upsells.

This document provides concrete, implementable policies and scripts, sample SLAs, pricing and returns examples, escalation paths, and measurement frameworks that Mandala Scrubs can adopt or compare against existing operations. All numeric values below are presented as recommended best-practice targets or example data; verify exact contact points on your order confirmation or the official company web properties.

Contact channels, SLAs, and accessibility

Offer at least four official contact channels and publish their hours and SLAs clearly on every order confirmation and the support page. Example published channels (for template use):

• Phone: +1 (800) 555-0123 — Monday–Friday 8:00–20:00 ET; SLA: answer within 2 minutes for live calls.
• Email: [email protected] — 24/7 intake; SLA: first response ≤ 24 business hours; target resolution ≤ 72 hours for non-technical issues.
• Live chat on website: chat window available 9:00–21:00 ET; SLA: first response ≤ 90 seconds; aim for same-session resolution ≥ 75%.
• Social: @MandalaScrubs on Instagram/Facebook (monitor with social CRM); SLA: acknowledge public posts within 4 hours, move to DMs for resolution.

Accessibility: publish TTY/relay information and provide an alternative contact email for customers with hearing or speech disabilities. Maintain a documented procedure for after-hours critical issues (order errors causing PPE shortages, shipping to emergent facilities) with a 24-hour escalation phone line staffed by a supervisor.

Order fulfillment, shipping, and tracking

Be explicit about shipping tiers and costs on product pages: sample pricing model — Standard (3–7 business days) $6.95, Free Standard over $79, Expedited (1–2 business days) $19.95. For international orders state customs responsibilities, typical duty ranges (5–25% depending on destination), and estimated transit times. Provide a single tracking URL format and automated tracking emails: tracking dispatched at time 0, in-transit at time +24–48 hours, delivery confirmation upon scan.

Operational targets: ship 95% of standard domestic orders within 24 hours of payment capture; maintain on-time shipment rate ≥ 92%. Establish a daily outbound manifest reconciliation process so Customer Service can resolve “not received” claims within 48 hours by checking carrier scans and exception codes.

Returns, exchanges, and warranty policy

Publish clear return windows and conditions: recommended policy — 30-day free returns for fit issues with pre-paid label, 90-day warranty for manufacturing defects. Restocking fee: 0% for customer-initiated fit returns; 10% for returns with original packaging missing (business decision). Refund timing: process refunds within 3 business days of receiving the return; customer bank posting typically 3–7 business days.

Include an RMA/workflow with explicit timelines: customers request RMA within 30 days via portal or email; support issues RMA number within 24 hours; inbound tracking must be provided or return will not be accepted. For defective items require photos of defect and order number; if defect verified, offer choice of replacement (same SKU) or full refund; prioritize replacements for clinical staffing contracts to avoid downtime.

RMA checklist and escalation steps

• Customer provides order number, SKU, size, issue type, and photos (if defect). RMA issued within 24 hours.
• Customer ships using pre-paid label (if eligible). Confirm inbound tracking within 48 hours of customer posting package.
• Upon receipt, inspect within 2 business days and finalize resolution: refund processed (3-day internal ledger), or replacement shipped same day for priority accounts.
• Escalate to Senior CS Manager if unresolved after 5 business days or if order is part of a corporate/contract account > $5,000 annually.

Fabric care, defect resolution, and consumer guidance

Provide precise laundering instructions with every order and on product pages: machine wash cold (30°C), tumble dry low, do not bleach, iron on medium if needed. These specifics reduce perceived defects caused by misuse; track return reasons and tag “care-related” to measure avoidable returns. Include a single-sheet care label (PDF) that customers can download — reduces support contacts by an estimated 6–10%.

For genuine manufacturing defects (loose seams, dye bleeding, zipper failure) document the defect type, batch/lot number, and timestamp photos into the RMA record. Keep a rolling quarterly defect-rate metric; target ≤ 1.5% defective units out of shipped volume. If a lot-level issue exceeds 1.5%, trigger a sample audit of 100 units and consider a recall or batch-level alert to downstream customers.

KPIs, reporting, and continuous improvement

Track core KPIs weekly and monthly: ticket volume (target example: 1,200 tickets/month), first-response time (≤ 4 hours for email), chat FRT ≤ 90 seconds, first-contact resolution (≥ 85%), CSAT ≥ 4.3/5, NPS ≥ 50. Use these metrics to set quarterly goals and allocate staffing: 1 full-time agent per ~400 orders/month as a starting ratio, adjusted for ticket complexity and self-service adoption rates.

Run monthly root-cause analysis on top 5 ticket drivers (size/fit, shipping, defects, returns, account issues). Implement product page changes (size charts with 3D measurements, 10 verified fit reviews per SKU) and self-service tools (return portal, live size advisor) to reduce repeat tickets. Continuous improvement cycles every 90 days should target a 10% reduction in the top driver each quarter.

Implementation notes and verification

All contact details and sample addresses included above use example placeholders — verify and publish the official phone numbers, physical return addresses, and email domains on order confirmations and the corporate site. Recommended public URL pattern for self-service: https://support.mandalascrubs.example or https://mandalascrubs.example/support for consistency. Maintain a single source of truth (SaaS helpdesk with API) so order systems, warehouse, and CS share live data and reduce resolution time.

Adopt these recommendations incrementally: prioritize clear published SLAs, a robust returns workflow, and measurable KPIs in the first 90 days. Within 6–12 months, focus on automation (chatbot for basic size/return questions), and within 12–24 months aim to reduce overall service cost per order by 15–25% while improving CSAT and repeat purchase rate.