S
The first letter in SHINE means
What is smile & acknowledge
The H in SHINE means
What is hold to the highest standard?
The I in SHINE means
What is individualize interactions
The N in SHINE means
What is notice & take action
The E in SHINE means
What is eliminate obstacles
The rule we use to "beat the greet"
We are professionals
What is ALWAYS
We are thoughtful by
What is demonstrating interest in our members
We anticipate
What is our members needs
We perform our jobs
What is knowledgeably & proficiently
The 4 S's
What is stop, stand, smile, and speak
The way we speak to members
What is gracious and calm
Uphold & respect
If there's an issue
What is offering an apology, follow-up & and thank the member for bringing the issue to our attention
Telephone conversations are kept
What is calm & free of excessive background noise
We beat the great
What is and close with a wish
Avoid using
What is slang and phrase fragments
Putting someone on hold
What is asking permission before doing so and we offer a call back or email if it's longer than 30 seconds
LEARN model
What is listen actively, empathize, apologize, resolve/solve, and notify/thank
Avoid saying
What is "NO"
We maintain focus
What is and make appropriate eye contact
What we wear everyday
What is our badge and nametag
Personalize interactions by
What is showing genuine interest and concern for members
When a mistake is made
What is apologizing
What is being available to answer any questions a member might have about the club as a whole