Mary Free Bed's Organizational Service Standards

Exhibit professional appearance and work activity at all times.
Always wear name tag.
Smile and use a cheerful voice and intonation.
Take pride in and promote Mary Free Bed. Speak highly of the services provided and speak confidently and positively of coworkers and team.
Pick up trash, wipe up small spills, and report the need of repairs and/or major clean up to the appropriate department.

Treat customer and staff information with confidentiality.
Knock, and ask permission to enter before walking into a patient’s room or coworkers private workspace; ask if “now” is a good time.
Address customers by their preferred name and title.
Go the extra mile: Ask, “Is there anything else I can help you with?” after every encounter.
Arrive on time for meetings and appointments. When conducting meetings, begin and end on time.

Answer phone with a friendly and informative greeting, providing the organization's name, department name, name of person speaking, and ask how you may help the caller.
Listen, ask questions, and verify the customer is being transferred to the correct extension. If intended recipient is not in, offer options (e.g., voice mail or written message).
Give callers from outside of Mary Free Bed the correct department/person and phone number they need, for their future reference, before transferring call to the appropriate department.
Give customers calling long distance the appropriate 800 number, plus the appropriate extension.

On arrival, inform customer immediately of any prolonged wait time. Apologize, state reason for delay and expected length of time before service. Ensure comfortable waiting space.

Greet customers with eye contact, a warm smile and hello, and an “action” mindset. Address customer by name, if known.
Avoid jargon, and speak in words and terms slowly enough for others to understand.
Be alert to customers needing assistance and ask if you can help them.
Escort customers to their destinations if they appear to be unsure or look lost.
Use service recovery standards at all times when dealing with a service breakdown situation: Apologize and establish your intentions to help; get the facts; develop solutions or manage problems you can’t solve; implement solutions.