At Freedom From Recession we strive to offer excellent service, which includes a quality and welcoming membership site and resource material that is varied and current. Successful customer service connects customers to what they need and leaves them satisfied and happy and eager to continue their development because they feel that Freedom From Recession is the ideal place to fulfil their needs. The Freedom From Recession mentors provide friendly, efficient and accurate service to all members at all times.

The Service Policy of Freedom From Recession is the foundation for all staff interactions with the general public. All other policies should be interpreted in light of the principles outlined below:

Freedom From Recession does not discriminate and offers the same quality of service to all regardless of age, race, sex, nationality, educational background, physical limitations or any other criteria.

• Members are to be treated politely, promptly, and with helpful attention.

• Judgment calls are to be made in the patron's favour. If a mistake is made, it should always be to the member’s advantage.

• Let's trust our members unless the individual history of a member has shown us they are not trustworthy.

• Staff members are familiar with Freedom From Recession policies and services and are able to articulate them and to explain the rationale behind them.

FRIENDLY, HELPFUL MANNER

The manner in which a person looks, speaks, and acts conveys an attitude, just as the tone of voice and choice of words affect a message.

It is imperative that every staff/patron interaction be a positive one for the patron. A friendly, helpful manner usually ensures a positive experience even when the message conveyed is not a pleasant one and will ensure that the patron will be left with a feeling that their experience with Freedom From Recession has been a positive one.

Each staff member, while at work, is a representative of Freedom From Recession. The impression made on our members profoundly affects our image and on-going standing within the community.

CONFIDENTIALITY

All aspects of confidentiality are provided within the privacy policy.

GENERAL STAFF PROCEDURES AND INSTRUCTIONS

1. Answer the phone in a pleasant manner, using a greeting, identifying yourself and offering help. "Good morning" and "May I help you?" goes a long way with a smile.

2. If a member is new to Freedom From Recession, make them feel welcome by giving them all the information they are seeking. Take time to answer any questions they may have.

3. Use plain language when speaking to members.

4. When there is an incident of unacceptable member behaviour document it by filling out an Incident Report form and cross reference it to the members account.

5. If there will be a lapse of time before you can obtain information for a member, tell the member you will call them. Don't tell the patron to call you.

6. Action all emails as soon as they arrive within your department to ensure smooth development for our members.

Should any situation arise that can not be clarified by any of the information above seek guidance from your department head.

The Freedom From Recession Team