We Believe...
Everyone who
approaches us
with the
intention of
doing business
(giving us their
money in
exchange for
products and/or
services or
asking us to
serve their
needs) is a
customer or
potential
customer. We
believe this is
true of all
establishments,
whether they be
large
corporations,
the hospitality
sector, small
retail
businesses,
government
offices,
hospitals,
monopolies, the
construction
industry, a
mechanic's shop,
a health club,
the transit
system, the
public library,
lawyers,
doctors,
accountants,
dentists, the
post office and
any other place
that fits in
this range. We
may not refer to
them as a
customer, we may
call them a
client, a
patron, a
member, a
subscriber, a
patient, a
civilian, a tax
payer and so on,
it doesn't
matter what
label your
profession
chooses to give
them, they are
our customer!
We believe this
because the
existence of our
employer and the
role we serve
depends on the
income they
create by using
and requiring
our services.
For this
purpose, we
believe that our
actions and
behaviour should
always be in
full accordance
with the
definition of
the word serve.
In serving the
customer, our
goals are to:
-
help.
-
wait on.
-
work for.
-
be of use.
-
render
obedience.
-
render
assistance.
-
perform duties
for.
-
make
convenient
for.
-
deliver
favourable
results.
-
answer the
requirements
of your
position or
job
description.
-
treat in a
specified
manner that
projects
maturity and
respect.
-
contribute to
the greater
good of the
company and
the customer.
-
gratify the
desires, wants
and needs of
the customer
in a healthy
positive frame
of mind.
-
while acting
as an
ambassador for
our employer
to provide the
customer with
a high
standard of
consistent
delivery.
We will be
mature in our
customer
interactions and
instill
confidence in
the customer and
reassure them
that their
business and
their needs are
in good hands
and that they
will be well
taken care of.
All people have
a desire to feel
important and we
will make it our
personal mission
to achieve the
goal of making
them feel that
way through our
attitudes,
behaviours,
actions and
words. We will
remember that if
the tables were
turned and the
situation was
reversed that we
would expect
nothing less for
ourselves.
That we must be
attentive to
people and give
them our
undivided
attention by
maintaining eye
contact and
actively
listening to
what they are
saying. It is
never acceptable
to engage in
other activities
or carry on
another
conversation
(including
electronically)
while serving
the needs of a
customer.
Those entrusted
with a customer
service role are
given an awesome
responsibility
and it isn't
always going to
be easy, fun or
100% enjoyable.
In knowing this,
we expect to
encounter people
and situations
that will test
our patience and
make us question
the intelligence
of humanity. We
will refrain
from being rude,
ignorant,
belittling,
snobbish,
flippant and
condescending at
all times! We
will never allow
our personal
baggage to
interfere with
our professional
conduct and we
will keep our
emotions in
check and our
wits about us.
We will do our
best to continue
to grow our
people skills,
continually work
on our patience,
listen to people
and always take
the high road
when we feel
that someone is
pushing us to
our limits. We
will give
ourselves an
exit strategy
and recognize
when we are in
over our head
and need to call
on outside
assistance
(manager,
supervisor etc.)
to help us
through the
challenge at
hand.
We believe that
our employer
should provide
us with
training,
guidance and
documented
expectations in
the area of
customer
service. This
information will
help us fully
understand what
our goals are in
serving the
needs of
customers. In
addition, these
policies will
let us know how
we should
conduct
ourselves in
various
situations and
what the
standard
operating
procedure is
when faced with
difficult
individuals or
situations that
go beyond the
boundaries of
reason or become
verbally abusive
or hostile.
We will always
treat people
with respect.
We will hold
them in esteem
or honor, show
regard or
consideration
for them and
will refrain
from intruding
upon or
interfering with
them. This
includes never
prejudging them
based on race,
creed, colour,
socioeconomic
status,
appearance
(clothing and
physical
characteristics),
vocation or
verbal
differences
(accents, poor
grammar or
language
skills).
Everyone is a
potential
customer or
someone who can
potentially
refer others to
our place of
business. They
can tell others
about a positive
or negative
experience about
us and our
company based on
the way they
were treated (or
the way they
perceived they
were treated)
and the
experience that
they had.
We will always
do our best to
conduct
ourselves in an
acceptable
manner and be an
outstanding
example to our
co-workers and
associates. We
will show them
through our
actions,
attitudes and
behaviours the
most appropriate
way to interact
with customers
and provide them
with a level of
service that
makes us worthy
of the team,
organization,
company,
individual or
office that we
represent. We
will strive to
be the strongest
chain in the
link because we
know that one
person can make
a difference!
