Behavioral Guidelines
(Stop · Drop · Help)
Acknowledge Guest
- Smile
- Eye contact
- Friendly greeting (i.e. Good morning; Good Afternoon; Hello; How can I help you?)
- Pleasant tone (Sound pleasant)
- Engaging/Approachable body language
- Calm demeanor
Focus on Guest
- Ignore distractions/be attentive
- Assist one guest at a time
- Listen carefully
- Empathize with guest concerns
- Ask questions for understanding
- Think outside the box/provide the unexpected for solutions
- Use guest name when possible (i.e. Look at ID; look in KSIS)
Prepare for Guest
- Dress appropriately/professional business casual
- Good personal hygiene
- Develop institutional knowledge
- Don't take things personally
- Be ready for guests 8am-5pm (printer and computer on; forms stocked; logged into KSIS; area clean; etc.)
Approved: 1/28/15 by the Supervisor/Administrator Groups
Customer Service · Integrity · Accuracy · Confidentiality · Communication · Professionalism
