Committee Members
Cynthia Candon
Amanda Downey (Co-chair)
Jennifer Luther
Robert Britto-Oliveira
Lorrie Olson
Karen Orabona
Patricia Parkes (Co-chair)
Gwendolyn Pugh
Colin Rich
Susan Sahagian
a. Cultural Sensitivity and Awareness
Being aware that cultural differences and similarities between people exist without assigning them a value such as better or worse, right or wrong. By being aware of cultural differences and similarities, respect and understanding can be gained leading to appropriate and effective interactions.
b. Courtesy
Showing politeness in one’s attitude and behavior towards others; a behavior marked by respect for others.
c. Active Listening
Requires that the listener fully concentrate, understand, and acknowledge what is being said making a conscious effort to fully engage.
d. Attentiveness
Being fully present through the use of strong listening skills, verbal and non-verbal, while interacting with others; Assuring that your customer feels they are the most important priority of the person serving them.
e. Patience
The ability to remain calm and professional when dealing with a difficult situation, task, or person; the capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.
f. Customer Service Recovery
Listening with empathy and genuinely working to return a dissatisfied customer to a position of satisfaction in a timely manner.