Quality Service Initiative

Quality Service Traits & Characteristics

*Determined by Quality Service Training feedback

Traits	Characteristics
Helpful	Patient Thorough Supportive Proactive Team work Willingness to help Anticipate potential questions "Go the extra mile" Follow the "Golden Rule" Look for alternative solutions to meet their needs If do not know an answer, make an appropriate referral Admit you do not have an answer. Then find it or direct to the right source Refer to the right person Offer to help without strings
Knowledgeable	Attentive to organization's mission and goals Use other resources to help you answer the question instead of just transfering Clear understanding of your resources - who does what and how to contact them Clear explanation of policy and procedure *Attention to detail
Confidential	Understands & follows policies, rules, & regulations Knows what to say and what not to say Keeps business and personal "things" quiet Keeps information private No gossiping Stops others from gossiping
Professional	Flexible Responsive Efficiency Empathetic Prompt & timely Consistent Respectful Honest & truthful Separate personal "feelings" from process Stay calm Not taking "things" personally Positive attitude & tone Good eye contact and body language Prepared Tactful in saying no Being careful in just saying "I don't know" Follow-up "Close the loop" - get back to the person to let them know when issue is resolved
"Customer" Focused	Clear, concise, and timely communication Correct, accurate information the first time Understands and appreciates the other's situation Understand who you are serving - recognize your perception Personalize your routine Personally connects with the other person Listening to truly understand the "customer's real" needs Satisfy the "customer's" needs
Friendly	Says "Good morning" Saying Please & Thank you" Open & accessible Open body language Polite Caring Pleasant Smile Courteous *Positive tone in voice