Connect
Name one way to make a new student feel welcome.
What is smile, introduce yourself, offer help, or ask if they have questions?
When giving directions, what should you avoid?
What is pointing vaguely without explaining clearly.?
What is the first thing you should do when a patron approaches the desk?
What is greet them with a smile and acknowledge them.?
Why should every patron receive the same greeting?
What is to provide a welcoming and consistent experience for everyone.?
Why is learning regular patrons' names valuable?
What is helping build relationships and makes patrons feel recognized?
A patron doesn't understand what you're saying. What should you do?
What is slow down, use different wording, and check for understanding?
A patron looks confused while searching for a room. What should you do?
What is offer to help and, if possible, walk them to the location?
A close friend wants to skip checking in. What should you do?
What is have them follow the same check-in procedure as everyone else?
A patron finishes a workout and is walking out of Koret. What's one simple way to leave a positive final impression?
What is say something like, "Have a great day!" or "See you next time!"?
If you don't know the answer to a patron's question, what's the best response?
What is tell them you'll find someone who knows instead of guessing?
A patron says they're frustrated because equipment is unavailable. What's the best response?
What is listen, acknowledge their frustration, apologize for the inconvenience, and offer alternatives.?
Why is enforcing policies consistently important?
What is it keeps the facility fair, safe, and prevents confusion?
Why should staff avoid standing behind the desk on their phones?
What is it makes staff appear unavailable and less approachable?
Why should staff communicate important incidents to supervisors before their shift ends?
What is so everyone stays informed and issues can be handled appropriately.?
A student accidentally leaves their water bottle behind. What should you do?
What is to turn it into Lost & Found and let the patron know where they can retrieve it?
If another staff member ignores a policy but you know it should be enforced, what should you do?
What is continue following policy yourself and remind the staff member of the policy?
What does creating a connection with patrons accomplish beyond good customer service?
What is it builds community, increases patron satisfaction, and encourages them to return?
A patron becomes upset about a policy. What communication technique helps most?
What is stay calm, listen without interrupting, acknowledge their concern, explain the policy clearly, and offer solutions if possible?
Why is showing empathy more important than simply solving the problem?
What is patrons remember how they were treated. Feeling heard and respected builds trust and creates a positive experience?
A patron says, "The last employee let me do it." How should you respond?
What is politely explain the current policy and apply it consistently while remaining respectful.