First Impressions
This should be put away while you're working at the start of your shift?
What is telephone?
The most important skill before solving a problem.
What is listening?
When you're unsure of a policy, you should...
What is ask a supervisor or coworker?
An unhoused person walks in and asks for a cup of water, what do you do?
What is treat them with respect and kindness while following Koret’s policies and procedures. Offer assistance if possible and involve a supervisor if needed?
Safety is everyone's...
What is priority?
A guest walks in while you're talking with a coworker. What should you do?
What is pause conversation and listen to the patron
A patron is upset. Your first step is to...
What is listen first and let the patron explain the situation.
If another staff member is overwhelmed, you should...
What is offer help and ask what you can do to support them?
A patron has difficulty understanding directions. What's the best approach?
What is be patient, explain clearly, and offer additional help (such as showing them where to go)?
If you notice unsafe behavior, you should...
What is address it promptly and respectfully, and take action to keep everyone safe?
Name one way to make a first-time visitor feel welcome
What is greet them with a smile and say hello.
A patron is talking too long and you need to go tend to something else, how do you leave the patron kindly?
What is end the conversation warmly, explain that you need to return to your responsibilities, and make sure the patron feels acknowledged rather than dismissed?
This communication tool helps staff stay connected during shifts.
What is walkie talkie?
True or False: Every patron deserves the same respectful service.
What is true?
What do you do if you see a minor in the facility?
What is follow Koret’s policies and procedures, ensure they are safe, and notify p-safe if needed.
Name one body language habit that makes you appear approachable.
What is smile and make eye contact
Name one phrase that shows empathy.
What is I understand how that could be frustrating?
Why should staff avoid discussing disagreements in front of patrons?
What is to maintain a professional environment and ensure patrons feel comfortable and confident in the team?
Name one way to make a new student feel comfortable.
What is welcome them with a friendly greeting and offer help or guidance?
A patron refuses to follow a policy after you've explained it. What should you do?
What is explain the reason for the policy, ask for their name, and involve a supervisor if needed.
How should you ask a customer to wait when waiting for their membership card to swipe at the check in desk?
What is acknowledge the delay, thank them for their patience, and let them know you're helping them?
Name three qualities of excellent customer service.
What is friendly, respectful, and helpful?
During a busy shift, multiple guests need assistance at the same time. What should staff do?
What is acknowledge everyone, prioritize urgent needs, and work together as a team to help each guest?
What 2 questions do you ask when someone brings an animal into the facility?
What is
1. Is the service animal required because of a disability?
2. What work or task has the animal been trained to perform?
During your shift, you notice something unsafe that isn't part of your normal job duties. What should you do?
What is take action to address the safety concern, notify the appropriate staff member, and make sure it is handled?