First Impressions
The window of time to greet a guest or member
What is 30 seconds?
The types of questions that facilitate conversation with a member or guest
What are open ended questions?
This is what the "L" stands for in the LEAF model of problem solving?
What is "Listen"
Our J is more than a "gym," - this is what it's called
What is: A community center
Inclusion is this kind of service:
Customer Service!
Three things members and guests remember most
What are being treated well, whether they felt heard, and how the problem was handled?
The percent of communication that is nonverbal
What is 80%?
This is the first thing you do when you are faced with an upset guest or member
What is demonstrating empathy?
Members and the public don't see us as different departments, but they DO see us as:
What is: One organization
This is how you can help someone with a hearing impairment to understand you:
What are: Facing them, slowing down your speed, and speaking clearly.
What you say instead of "Do you need help?" - what do you say?
What is, "How may I help you?"
The amount of information we retain by listening
What is 25%?
Escalation is NOT a sign of...
What is Failure?
These are three things each employee should know about our J.
What are: Programs, locations, and who to contact
True or False: You should assume what someone needs when they first come up to you.
FALSE!
What you say when you don't know the answer to a question
What is, "I'm not sure, but I'm happy to find out for you."
The amount of time it takes for someone to decide if they want to deal with you over the phone
What is 10 seconds?
These are situations where you may need to escalate:
What are (any of the following): Safety, adhering to policy, when you are unsure, and needing disability or other legal accommodations
These are the two main types of needs each person has.
What are Personal and Practical Needs?
These are just three of the protected classes under the Americans with Disabilities Act:
What are (any of these) : Pregnancy complications, PTSD/Depression, sensory impairment (blindness/deafness/speech), mobility challenges and using adaptive items such as a wheelchair, cancer, diabetes, high blood pressure, HIV/AIDS, intellectual disability, epilepsy, cancer, loss of limbs, burns/scars that significantly impair normal physical activity, food allergy, age, albinism, race, color, religion, gender, national origin, and age
True or False: Only front desk staff are responsible for delivering good customer service to everyone.
False!
These are three skills we need for active listening
What are (any of the following): Eye contact, body language, focus, asking clarifying questions, reading between the lines, don't interrupt, withhold judgment, paraphrasing, asking open ended questions
This is what you do when a visitor, member, or guest argues with you about a company policy:
What are: Show empathy, demonstrate respect, explain in layperson's terms, and escalate if needed
These are one example each of a personal and a practical need:
What are:
Personal: Feeling heard/understood, respect, empathy, control, validation, fairness, and information.
Practical: Price, availability, quality, reliability, accessibility, and/or the ability/availability of products and services to achieve a goal.
This is the percentage of customers who will not return after a poor experience:
What is 90%?