At Your Service

Welcome to the At Your Service section! Here you can access the Help Desk, HR Questions and Idea Hub. This is your place to find solutions or offer them if you have an idea. It's also the home of information on our Service Excellence Initiative.

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Our Service Standards

Each of us is responsible for delivering a superior customer experience. Whether we’re interacting with clients, fellow staff members, vendors or community partners, everything we do contributes to delivering care that changes people’s lives, and exceptional customer service is an expectation for all of us. How do we ensure the same standard of exceptional care in every interaction? What behaviors are needed to achieve those results consistently?

Centerstone’s Service Standards describe the behaviors needed to consistently deliver care that changes people’s lives. These standards help us keep in mind what is expected of us and what our priorities are. The service standards also provide a framework for us to freely and responsibly make decisions during uncommon or challenging situations.

Our service standards are:

 

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  1. Safety & Security
    • Create a safe environment where people feel free from harm
    • Maintain an environment that minimizes hazards
    • Maintain confidentiality in customer/individual interactions
    • Promote an environment that fosters open communication
  1. Hospitality
    • Treat customers as welcome guests
    • Interact with customers respectfully, without judgment
    • Infuse customer interactions with warmth and compassion
    • Look for ways to further assist each customer
  1. Responsiveness
    • Acknowledge the customer promptly
    • Listen carefully to ensure true understanding of the customer’s need
    • Proactively seek answers or solutions for problems / issues
  1. Customer Convenience
    • Ensure access that meets customer expectations
    • Seek ways to accommodate unique customer needs
    • Conduct customer interactions efficiently
  1. Follow-through
    • Own the request or issue
    • Follow-up with customers until connected
    • Communicate updates and progress clearly and frequently
    • Persist in seeking solutions even when encountering obstacles

Want more information?

Please read the related posts on The Source about this topic below. As updates are made and new articles are posted, come back here to check in for the latest on service excellence in Centerstone!

Title of article Date posted
Fulfilling Our Noble Purpose Through Service Excellence Jan. 4, 2017
Customer Service Standards – the Key to Service Excellence April 21, 2017
Service Excellence Standards: Safety & Security May 22, 2017
Service Excellence Standards: Hospitality May 30, 2017
Service Excellence Standards: Responsiveness June 1, 2017
Service Excellence Standards: Customer Convenience June 6, 2017
Service Excellence Standards: Follow-Through June 12, 2017
Service Excellence: The Power of the First Phone Call Jan. 15, 2018
Service Excellence: Phone Etiquette Guidelines - Part One Jan. 29, 2018
Service Excellence: Phone Etiquette Guidelines - Part Two Feb. 5, 2018
Service Excellence: Phone Etiquette Guidelines - Part Three Feb. 12, 2018
Service Excellence: Email Etiquette Guidelines Feb. 19, 2018
Service Excellence: The Importance of Making a Personal Connection Feb. 26, 2018