Page 173 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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154 Appendix B
Our Standards of • I always conduct myself with strong
Service Excellence character and integrity in protecting and
elevating the Company name and
• Providing unparalleled service is my reputation.
personal role and the focus of our team • I am always gracious and treat
efforts. customers and teammates with dignity
• I build and sustain customer trust by and respect.
always demonstrating that I care. • I enjoy what I do. I have a warm,
• I am responsible for the cleanliness happy and caring attitude that creates
of our stores, facilities, work areas and a pleasant customer experience.
vehicles. My appearance, behavior and • I am responsible for the safety of my
language reflect our brand of excellence. teammates and customers. I conduct
• When I see a problem I own it until it myself safely and responsibly in the
is resolved. I am empowered to ensure community I serve.
customer satisfaction and loyalty. • I am trained and knowledgeable
• I build relationships that create to provide excellent service to our
customers for life. customers.
• I embrace and foster diversity in • I am prompt, reliable, and responsive.
teammates and customers. I complete my commitments on time,
• I am always eager to assist my team- showing dedication and professionalism.
mates by stepping out of my primary I go beyond my customers' expectations.
role to serve our customers. • I am a leader. I lead by example and I
am a role model at work and in the
community. I operate with uncompromis-
ing values.
