Foundations
What is our Customer Care Credo?
"We deliver service with genuine care"
This Principle helps you maintain a culture of care by showing the employee your willingness to engage and be focused on their service needs.
Participating Fully
You see an employee troubleshooting the print machines with no success. You find out the machine is out of toner. How do you respond to the situation?
Anticipate & Take Initiative - Don't wait for the employee to approach you to offer assistance
Take Ownership - Find the employee an alternate printing option in the meantime
Participate Fully - File a ticket with your facilities team to replace the toner.
Where can a employee find information about vaccination requirements?
Go/visitors
Go/Visitorspolicy
Who is considered the "Customer"?
Employee's
How many Customer Care Principles are there?
5 Principles
This principle is best used to demonstrate your genuine interest in the employee's concerns.
Listen & Empathize
An employee explains that they are upset they can never find a conference room, they have a meeting in 5 minutes. What steps should you take to address their concerns?
Listen & Empathize - Hear the employee out, and validate their concerns.
Take Ownership - Apologize for the inconvenience & find an alternate space
Anticipate & Take Initiative - Explain the booking habits of your building and offer to make a teams connection for future assistance
An employee needs help understanding how to access the wellness center. What link would you send them for more information?
Go/Wellness, Go/Gyms, Go/wellnesswaiver
Who is considered the client?
One example of how you can show genuine interest in an employee's concern
Direct eye contact
Nodding to confirm acknowledgment
Listen to employee fully
This principle ask ambassadors to search for solutions to an employee's concerns regardless if the problem is attributed to them or not.
Take Ownership
You overhear your colleague trying to find a employee a last minute meeting space. The employee seems agitated and you can tell you colleague is trying to find a quick solution. What can you do to help?
Anticipate & Take Initiative- Start scanning the floor for open meeting spaces as you head over.
Participate Fully - Offer your colleague to walk the floor and coordinate with other team members to check their floors.
Model & Inspire -Helping a teammate can make all the difference, inspire your team to lean on each other when in difficult situations.
An employee explains that they are trying to figure out how to use the Microsoft Teams Room (MTR). What link could you send them to help advise?
Go/hybridlabs, Go/vc
What is the name of the team who processes building movement and coordination?
MAC Team
What should you be aware of when trying to practice active listening with an employee?
Body Language, tone, listen fully, giving reassurance, showing empathy, etc
This principle ask ambassadors to use proactive measures to resolve employee concerns. Employees should seek to resolve concerns without prompt but on their own accord.
Anticipate & Take Initiative
On your morning walk you run into an employee you see every day. They mention to you they have been having health issues that are effecting their ability to sit for long periods of time. How can you help?
Listen & Empathize - Hear out the employee fully and offer your sympathy.
Anticipate & Take Initiative - Let the employee know that the company offers ergonomic assessments and you can forward them the info to determine if they may be eligible for a more comfortable work set up.
Take Ownership - Send the employee the link for go/ergo and an email introduction to the campus ergonomist who can provide more info on the program.
Where on campus can an employee get help with IT issues? What buildings can they go to? What are the hours of operation?
1000 Maude, Floor 1 & 790 Middlefield B2, Floor 1
9am-5pm (closed 12-1 for lunch)
What is the name of our account director?
Nick Rossini
Name all five customer care principles & what they mean.
Participate Fully, Take Ownership, Listen & Empathize, Anticipate & Take Initiative, Model & Inspire
This principle ask ambassadors to serve as a example to other experience team colleagues.
Model & Inspire
An employee approaches to make a complaint about their team mates causing noise and distraction on the floor. The explain it makes it hard to work and ask what you can do about it.
Listen & Empathize - Hear the employee out and show concern.
Take Ownership - Even though this falls a bit out of our role we can still connect the employee with resources to address it. Connect the employee with their space champion to determine if further action is needed.
Anticipate & Take Initiative - Offer to find the employee an alternative work space in the mean time. This could mean finding conference spaces for meetings, showing the employee a "Co-Working area", or introducing them to the "Deep Focus Rooms".
Explain to an employee how commute connect works. What is its benefits and what modes of transportation does it track?
Commute connection is a rewards program in which employees earn points for choosing eco friendly modes of transportation. This includes riding a bike or taking a Via to work. Employee's can redeem their points on the commute connection website for gift cards to their favorite stores.
Name all 5 members of our LinkedIn workplace management team?
Justin, Aaron, Adam, Tyler, Armen ( VP Workplace)