Service Standards

Three Steps of Service 1. Warm Welcome – acknowledge every member, a warm welcome should be extended at the front desk and at every member touchpoint 2. Care and Connect – attention to detail and fulfilling the unexpressed wishes of the member. Always have your “radar on and antenna up” 3. Genuine Good-bye – do not take this for granted — sets the stage for their next visit Six Basics of Customer Service Basic #1 – The care and well-being of our members is our ultimate mission. Everyone is focused on the member service - Personal interaction – learn names , get to know the members - Product Quality – reduce mistakes, fix problems, work efficiently - Operational excellence – timely and correct service Basic #2 – Bring your personality and spirit to your interactions with members - Service is only genuine if it comes from the heart - Provide service before being asked for it Basic #3 – Look for every opportunity to exceed member expectations - Platinum rule – treat others as THEY would like to be treated - Be a problem seeker – anticipate the needs of the member and identify problems before they arise Basic #4 – Pride in our club is reinforced by team members who are knowledgeable about our services and facilities. - Be able to give accurate information or know where to find it. “I don’t know” is never an appropriate answer! - Follow up is KEY – whether contacting the member directly, or verifying that a supervisor has handled the question/comment Basic #5 – Embrace the 10/5 rule and stop what you are doing to connect with a member - Make eye contact and smile at 10 feet, greet at 5 feet - Do the same with fellow AAC team members as well Basic #6 – Feedback is a gift. Take every opportunity to ask for it. If a member has a question or complaint, do not become defensive; own it and embrace the opportunity to satisfy the member

Handling the difficult member Even when we are performing our best, issues will arise and members may be upset.