Embedded Files
1. FRIENDLINESS
1. FRIENDLINESS
The most basic need that serves as the foundation of an excellent service experience.
2. EMPATHY
2. EMPATHY
The patron needs to know that the service provider appreciates their wants and circumstances.
3. FAIRNESS
3. FAIRNESS
The patron wants to feel they receive adequate attention and reasonable answers
4. CONTROL
4. CONTROL
The patron wants to feel their wants and input has influence on the outcome
5. INFORMATION
5. INFORMATION
Patrons want to know about information and services but in a pertinent and time-sensitive manner
It is also very important for our staff to have quality information about the ACCelerator, Make It Center, Student Strategic Program, and the services we house within our facility. Staff who answer, “I don’t know” or “It is not my department” are automatically demeaned and demoted in the mind of the patron. Patrons want information, and they disrespect and distrust the person who is supposed to have information but does not.
Good Information is Good Service
Good Information is Good Service
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