The 15 Basics^sm of Customer Service

1. The Team Member Commitment is the princiapl belief of all team members. It is known, owned and energized by all.
2. Our motto is: "We are exceptional people providing exceptional service to exceptional customers."
3. The "3 Steps of Courtesy" are the foundation of our hospitality and are used in every customer contact: 1) Smile, 2) Make eye contact, 3) Greet and address profesionally.
4. All team members will employ proper etiquette in all forms of communication including interpersonal, telephone, email and written correspondence.
5. Objectives are communicated to all team members and everyone is responsible for supporting them.
6. Each team member will constantly identify defects in their operation and report the situation appropriately for immediate correction.
7. All team members are responsible for creating a work environment that fosters cooperation and teamwork, ensuring customer service levels exceed expectations.
8. All team members are certified annually for their position.
9. All team members are goodwill ambassadors, in and out of the workplace.
10. We take pride and care in our personal appearance. Everyone is responsible for conveying a professional image by adhering to the organization's clothing and grooming standards.
11. Never lose a customer. We resolve customer complaints immediately, take ownership of the issue, satisfy the customer, and record the solution
12. Protecting assets is the responsibility of every team member.
13. Think safety first. Every team member is responsible for creating a safe, secure, accident-free workplace for customers and fellow team members alike.
14. Uncompromising standards of cleanliness are the responsibility of every team member.
15. Every team member is empowered to address and resolve service issues, even those for which the team member is not directly responsible.