WORKPLACE EXPECTATIONS

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4 Six Common Employer Expectations WORKPLACE EXPECTATIONS 1. Be on time 2. Follow your supervisor s directions 3. Don t talk on your cell phone when you are working 4. Maintain a positive attitude at all times 5. Treat your supervisor and co-workers with respect 6. Take your responsibilities seriously, get rid of the That s not my job! Mentality What are my Safety responsibilities on the job? WORKPLACE SAFETY To work safely you should: Follow all rules and instructions. Use safety equipment and protective clothing when needed Look out for co-workers Keep work areas clean and neat Know what to do in an emergency Report any health and safety hazard to your supervisor Could I get hurt or sick on the job? Every year about 70 teens did from work injuries in the United States. Another 70,000 get hurt badly enough they go to a hospital emergency room. Here are stories of three teens: 18-year-old Sylvia caught her hand in an electric cabbage shredder at a fast food restraint. Her hand is permanently disfigured and she ll never have full use of it again. 17-year-old Joe lost his life while working as a construction helper. An electric shock killed him when he climbed a metal ladder to hand an electric drill to another worker. 19-year-old Donna was assaulted and robbed at gunpoint at a sandwich shop. She was working alone after 11 p.m. Why do injuries like these occur? Teens are often injured on the job due to unsafe equipment, stressful conditions, and speed-up. Also teens may not receive adequate safety training and supervision. As a teen, you are much more likely to be injured when working on jobs that you are not allowed to do by law. Most common reasons employers gave that would result in immediate termination of a worker: Stealing from business, employees, customers, or co-workers Dishonesty Blatant or deliberate abuse/misuse of equipment, supplies, and vehicles Gross misconduct including, but not limited to, being chemically impaired, any behavior that can potentially harm staff or co-workers, or customers Any drug or alcohol use during or before working hours Inappropriate actions towards a resident, staff, co-workers, or customers such as abuse, physical, verbal or sexual Profanity in the workplace Not following orders or instructions Attendance is critical, no-call, no-show is considered quitting

5 There are 2 types of Customer Service: Customer Service External Customers- External customers are the people that you usually think of when you use the expression 'customers'. They are the visitors that visit the attractions, the guests that stay in hotels, the diners that eat in restaurants. They are called 'external customers' because they come from outside the business you work for. They bring in all the revenue that keeps such companies afloat. People who work in the industry spend most of their time trying to ensure that this type of customer has an enjoyable experience. The ultimate goal is to ensure that the external customer is so happy that they return to your business again, and tell others just how good it is. There are many Different types of customer to cater for. To find out more about them, visit the next section. Internal Customers- As well as dealing with your external customers, you also need to recognize the importance of your internal customers. These are the people that work within your organization, maybe directly with you or in another department. They may also include people in other organizations that work with your organization to provide your products or services. Internal customers are easy to overlook, take for granted, and generally not treat as well as external customers. However, the employees of any organization are a key factor in facilitating its success and should be treated well and with respect. By following a few simple rules you can help create a positive and productive working environment where staff morale is high. Internal customer care should enable you to work as a team. A successful team will be more efficient. To help to make sure that a company works together as a whole, information should be shared between departments, with regular communication between employees. Communicating With Customers: Language In general, you should try to avoid slang or abbreviations when talking to customers. Not only will people whose first language isn't English have difficulty understanding Customers may also be tired or have problems understanding your accent, so try to keep your language simple.

6 Pitch and tone of voice No matter how tired you are or how many times you have had to say the same thing, try to make yourself sound enthusiastic. The customer is not going to believe that you really recommend your latest facilities if you do so in a monotone voice. Customers are also sensitive to whether people enjoy working in a place. So if a hotel has no atmosphere and the staff seems bored, then the customer is unlikely to want to return. Pauses and silences A common mistake that people make when dealing with customers is not allowing for any pauses in conversation. Both you and your customer may need to pause for thought from time to time, so don't feel that you have to fill these 'gaps' with more comments. People who don't stop talking long enough to give us time to think can be just as off-putting as an unfriendly person. Body language The next time you are on a busy shopping street, look at all the different expressions you can see on the faces you pass. Think about the kind of expression that you would prefer customers to see on your face. No matter how good your other customer service skills are, you will not get the opportunity to help people if your expression and body language scare them off. Work accurately It is better to say that you don't know something than to give a customer the wrong information. Supplying the right information can be a big morale boost, and if you don't know the answer to a question, you are certain to pick it up after working in the position for a while. Listen and respond to customers Being a good listener is all part of good customer service. Customers may tell you their life story and you must resist the temptation to lose track of what they are telling you. Ask appropriate questions (using open and closed questions) Closed questions are those that can be answered by simply saying 'yes' or 'no'. When dealing with customers, in most cases you should stick to open-ended questions such as 'What type of room would you like?'.

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