First/Last Impressions
Rules
Best Practices
Real Life Scenarios
What is Customer Service?
100
A good first impression is created with this greeting
What is "hello"
100
Your customers issues/questions should always be this
What is "top priority"
100
This means to go above and beyond to meet a persons/customers needs
What is "Excellent Customer Service"
100
Mary stares at her dinner for 20 minutes and doesn't touch it, you do this.
What is "offer her something else"
100
To make a resident feel satisfied, you can do this
What Is "find out a residents need"
200
You always _________ at the customer
What is "smile"
200
All employees should commit to leaving this at the door
What is their own personal "challenges"
200
The feeling the customer has when their needs have been met.
What is "Customer Satisfaction?"
200
Mary is sitting outside complaining how hot it is, you offer this.
What is "a cold drink"
200
The more our residents and families are satisfied the more they will do this.
What is "tell other people about St. Francis"
300
It takes about ___ seconds for someone to make an impression
What is "7"
300
To understand the customer, the most important thing you must learn to do is
What is "listen"
300
Customers will always choose a product/service because of these.
What is "people"
300
You see your co-worker going above and beyond providing good customer service, you do this.
What is "write note on employee recognition board"
300
Going the extra this, will always make the customer happy.
What is "Mile"
400
You always want to have a good________ when talking to customers?
What is "attitude"
400
You should never _______ with a customer
What is "argue"
400
It is this person's job to provide customer service.
What is "everyone"
400
A Family member is upset because their Mother didn't go to the music program, you say this.
What is "I'm so sorry, will do our best to get her to the next one."
400
It's important to make a resident feel _________ when they are talking to you.
What is "listened to/understood"
500
______________ is your customer
What is "everyone"
500
This is the wrong answer when your customer asks you a question
What is "I don't know"
500
Always treat the customers like this.
What is "the way you'd like to be treated"
500
Mary is complaining that her coffee is cold, you quickly do this.
What is "Get her fresh/hot coffee"
500
The goal of working at St Francis Commons is to make residents this
What is "happy"
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