DISH is getting serious about providing great service! We have our Mission, we have our Values, but we really have not been specific until now about how we deliver our services to our tenants beyond our annual staff performance goals. We looked to the hospitality industry to assist us in articulating what we want all of our staff to keep in mind when they are at work. We were lucky to find a great consultant, Jennifer Jordan, to assist us in developing our “service commitments.” We have been talking with all of our staff about what it means to provide excellent customer service and how to keep our commitment to our tenants at the forefront of all that we do. From here we will continue to train our team and recognize staff who demonstrate these commitments in their daily work. Here is what we came up with:
DISH Service Commitments
Our Commitments to Service that build upon Our Mission and Our Values
1. Warm Greetings & Interactions every chance we get:
Make everyone feel important, welcome, and valued in person and on the phone.
- Always use a pleasant greeting
- Offer assistance and say “thank you”
- Smile and make eye contact
- Use the person’s name
2. Professional Appearance every day:
Looking good and feeling good go hand in hand.
- Be clean and prideful of how you look at work.
- Neatly groomed and professional attire; including properly worn uniform
3. Service through Helping:
Prompt service is provided with thoroughness and follow up.
- Respond to all customer inquiries quickly and thoroughly.
- Strive to answer the phone in 3 rings or less with a professional greeting.
- Be clear and positive about what you can do to help.
- Employees receiving a complaint “owns” the complaint and uses: LAST = Listen, Apologize, Solve & Thank to resolve the issue.
- Practice active listening by focusing your full attention on the situation and responding in an appropriate manner. Remain patient if asked to repeat something.
- Provide complete answers in a professional manner. Always offer options. If you don’t know the answer to a request, it is fine to say “I don’t know” as long as you tell the person how you will find out or have the request addressed.
4. Be Present and Respectful at all times:
Being courteous and respectful honors everybody.
- Be aware of your surroundings and keep conversations professional and private while at work. Keep it confidential.
- Remember the tone of your voice and your body language can “speak” louder than your words.
- No “trash talk” about others is ever appropriate.
5. Stay calm in the eye of the storm:
Strive to maintain peace and de-escalate situations
- Assess before you react, Stop and think – use self control
- Expect the unexpected
- Stay grounded and don’t get hooked
- Validate it, don’t debate it
- Respond to Disrespect with Respect – This means not taking things personally, and always striving to respond positively in negative situations.
6. Strive for the best environment to be in and work in:
We all share a commitment to a healthy environment for tenants and staff
- A proactive pursuit of cleanliness is the responsibility of every employee.
- Be committed and stay focused on Safety – for ourselves and for everyone who comes into our buildings.
Interested in developing “Service Commitments” for your team?
Jennifer Jordan has a very strong operational background with 20+ years in the Hospitality Industry, with her specialty being Training, Human Resources, Project Management, and Organizational Development. Her work has focused on developing individual business cultures, establishing high and specific standards of service, hiring and training talented staff, and building unique programs to create differences between these businesses and the marketplace.
Hospitality Human Resources, Training, and Development Specialist
(562) 682 – 1560