Keys to Quality Service
5 Keys to Quality Service
1. SafetyWe practice safe behaviors in everything we do. We know and follow all policies and procedures. We are aware of our surroundings and the hazards that may be present. We take actions to always put safety first and identify, correct, and immediately report safety concerns. We avoid shortcuts that do not put safety first, and always ask, “Is there a safer way?” We speak up to ensure the safety of others and demonstrate care for the safety of others. And we appreciate and encourage the safety efforts of others.
2. CourtesyWe project a positive image and energy. We smile and are approachable. We make eye contact and are assertively friendly. We are courteous and respectful to guests of all ages. We greet, welcome, and thank all guests. We often engage in guest interactions first and keep conversations positive and appropriate. We treat each guest as an individual.
We go above and beyond to exceed guest expectations. We anticipate needs, offer assistance, and provide immediate service recovery. We celebrate difference in our office, on campus, throughout our community, and beyond. We show empathy and understanding to those who are different than ourselves and cultivate a culture of care. We utilize our intercultural competence when working with and providing a service to those who are different than ourselves.
We ensure our area is show ready at all times by keeping our desks and offices clean and well-maintained. We take action to correct or report distractions from the work we do. We dress in a way that showcases our credibility. We wear our uniform or departmental “look." We always wear our nametags and come to work ready to perform.
We know and can identify resources related to our area in order to support guests. We are knowledgeable in our task objectives, office resources, and campus resources, as well. When we have questions, we ask for help, and we know that having the right answer is more important that asking a question more than once. If we do not know the answer, we know who to ask or who we can refer the guest to for the correct answer.