FACE-TO-FACE INTERACTIONS

Visitors and Walk-ins:

• Acknowledge each guest immediately.
• If you are with another guest, make eye contact and tell them, “I will be with you momentarily,” “Let me finish this call and I will be right with you”. etc.
• Greet each guest with a smile.
• Use a positive and professional greeting.
• Treat all guests with respect and dignity.
• Avoid addressing them with condescending terms (i.e., “Sweetie,” “Hon", etc.)
• Always remain courteous during customer interactions.
• Listen carefully to the guest’s inquiry.
• Refer all Non-English Speaking guests and callers that you are unable to assist to the Multilingual/Multicultural Center at 216.404.5159 for support.
• Tell our guests if you do not know the answer and refer them to someone who does.
• Make every effort to get the information or to provide assistance yourself and avoid referring the guest to someone else.
• Give guests specific directions when providing contact information for persons or locations and write the information down for them, if needed.
• Thank all guests for coming in and invite them back.
• Maintain Confidentiality and Privacy at all times, which means you will need to be mindful of the level of your voice when answering their questions.