Customer Service Manual Produced: June 26, 2013
CUSTOMER SERVICE MANUAL Our goal is to give our patrons a positive and inviting image of our organization. Having professional, knowledgeable and positive staff are key qualities in reaching and maintaining this customer service goal. The customer service manual will layout park district expectations and requirements of staff so that consistent messages and experiences are received by all patrons. I. UNIFORMS/ATTIRE A. NAME TAGS Name Tags are a required piece of Full-Time and Front-Desk staff work uniform/attire to be worn during your work shift. The silver name tags are magnetic and contain the park district logo and the first name of the staff member. If you have a uniform logo shirt, your name tag should be placed on the opposite side of the shirt s logo placement. B. SHIRT/S UNIFORM Front Desk Front desk staff at the Ice Arena, Oak View Center, Community Pavilion, Racquet, Fitness & Gymnastics Center, Aquatics, and Stony Creek Golf Course, Restaurant, & Banquet Facility are required to wear the Oak Lawn Park District navy, logo shirt/zip-up provided for them during their shifts. Other one-toned colored clothing such as tank tops or long sleeve shirts may be worn under the navy, logo polo, but no other clothing item besides the navy, logo long sleeve zip-up jacket, may be worn over the navy, logo polo. If you plan on wearing your zip-up jacket, you must still wear your polo underneath, Each facility is responsible for purchasing at least one shirt for their front desk staff members among the styles that are provided by the Customer Service Committee. Each department may purchase more than one of the shirts from the provided list but it will be ordered from the exact same company and be the exact same item. Event Shirts (4 th of July & Spookview) In case of an upcoming park district event like 4 th of July and Spookview where t-shirts are purchased for staff working the event, front desk staff that are scheduled to work the 2 weeks before these specific events, will be have the option, unless otherwise notified, to wear the event t-shirt, ONLY for 2 weeks before the event, to help promote this event to our patrons. Once the event is over, front desk staff are required to return to wearing their Oak Lawn Park District navy, logo shirt/s. Non-Uniformed Staff If you are not provided with a uniform, you are still a representative of the park district s image. Therefore, we require that all clothing be professional and appropriate. This includes no holes, stains, and revealing clothing. Supervisors will use their judgment as far as what defines clothing as appropriate and professional. C. PERSONAL APPEARANCE The personal appearances of employees convey to the public a general image and impression of the park district. Your overall attire and personal appearance will be in good taste, clean, neat and appropriate for the duties being performed.
The Tattoos, Piercings, Hair, Footwear, and Pants procedures apply to all full-time, part-time, volunteer and seasonal staff employees. Tattoos Tattoos cannot be offensive in nature (i.e., words including profanity and/or symbols). Any tattoo design deemed to be inappropriate by management will not be allowed. Tattoos must not be immodestly placed so as to draw inappropriate attention. Excessive visible tattoos will not be permitted. Piercings Exposed body piercing jewelry is limited to earrings and other piercings that supervisor staff deem appropriate. Hair No unnatural hair colors will be allowed. Hair must be neat, clean and present a groomed appearance. Mustaches and beards are permitted as long as they are neatly trimmed and groomed. No hats should be worn indoors. If hats are worn outdoors, hats cannot be offensive in nature and must be appropriate. Footwear: Positions where shoes are required in the course of your daily job duties, shoes should be considered a part of your uniform requirement. Footwear should be clean, not tracking any dirt, and appropriate for your positions job duties. Therefore, it is up to the discretion of your supervisor to decide if your shoes are work appropriate or not. Pants (Bottoms) To maintain a professional appearance, the following types of pants are not allowed to be worn by staff during work; pajama pants, sweat pants, and no shorts /skirts/dresses above fingertip length. Clothing should be clean, without holes or stains, and work appropriate. Besides the list above, it is at the supervisor s discretion to decide what type of other pants is work appropriate or not. II. COMMUNICATION ETIQUETTE A. PHONES When answering phones, follow these directions: 1. All phone calls will be answered as: Name of Facility, Name of Individual, How may I help you? 2. All phone calls will be ended in a courteous and polite manner. 3. Answer Phone on the 2 nd or 3 rd ring if possible. 4. You must have a positive attitude at all times (Do not sound rushed, give the customer your full attention, listen, and have an upbeat tone in your voice) 5. If assisting a customer in person and the phone rings; ask the in-person to please hold for a moment, answer the phone call to see if the person can be transferred. If so, transfer that person. If not, ask the person on the phone to please hold, and assist the customer in person. 6. If a staff member is not in their office, reply to the customer that the staff member is currently out of their office and ask if they would like to be transferred to their voicemail. No matter where that staff member is, or what they are doing, specifics should never be stated.
7. Refer to the Phone Directory when transferring calls, so you transfer phone calls to the proper individual. 8. Never say I don t know. 9. Never leave the front desk unattended. B. IN-PERSON Only front-desk staff or supervisors are allowed behind the front desk. When greeting patrons, follow these directions: 1. Be positive! 2. Make eye contact with the individual walking in and greet them with a Hello, how may I help you? 3. If you are already assisting a customer, you should still acknowledge the new customer and let them know you will be with them shortly. 4. Body language is just as important as your tone of voice, smile and engage in what the patron is saying. 5. If you know a customers name, greet them by it. 6. Personal phones should be on silent and NEVER in use in front of patrons. 7. If you don t have a break to eat, please do not eat while assisting patrons, but wait until there are no customers at the front desk, and eat at the back of the desks. III Consequences UNIFORMS/ATTIRE Forgot but not Lost If you forget a name tag or uniform shirt, as a temporary solution, ask your supervisor for an extra blank name tag or extra uniformed shirt (which must be returned at the end of your shift) The first and/or second time you forget either parts of your uniform, your supervisor will give you a verbal warning which will be documented. 3 days or more forgotten within one year Not wearing your name tag or shirt uniform 3 times or more will lead to a written warning. After this written warning, it is up to the supervisor to use their discretion as to what punishment that individual will receive. Lost and Gone: Since a name tag is now a part of your work attire/uniform, for each and every time you misplace, damage, or lose your name tag, you will be responsible for purchasing a new name tag at $6.00 each. If you misplace, damage or lose your shirt uniform, you will be responsible for purchasing a new shirt (cost will vary depending on shirt type). A check made out to the Oak Lawn Park District or cash will be accepted as payment and will need to be turned into your supervisor. You will be responsible to contact your supervisor as soon as you are aware that you will need a new name tag or shirt uniform so an order can be put through
right away. In the meantime, you will be provided with a blank name tag or shirt uniform until your new attire arrives. If you fail to purchase a new name tag or shirt, you will be subject to disciplinary action. GREETINGS If a staff member fails to treat our patrons with the appropriate customer service requirements that are listed in the manual, members will be subject to disciplinary action by their supervisor. The first and second failed attempt will result in a verbal warning. The third failed attempt will result in a written warning. If the problem continues after the written warning, the staff member is up for termination. If you have any questions on any of the procedures or consequences in this Customer Service Manual, please contact your supervisor right away.