Page 118 - Receptionist

19060 – Inconvenience Gift Cards

Result Statement: To ensure excellent client service by respecting their wait times, and
understanding their point-of-view.

Primary Responsible Position: Receptionist

What: A $5 gift card is offered to clients when appropriate (see below under
“when”) as an “I’m sorry” for inconveniencing them. Clients can use
this coupon to get a drink/coffee/snack while they wait. The store or
restaurant of these gift cards varies.

When: When a client’s wait time is long than expected or longer than promised
AND they are showing any signs of frustration.

When a client’s invoice was larger than expected AND they show signs
of frustration.

How:

1. Hand the gift card to the client. Tell them something like “I’m sorry
you are having to wait longer than expected. Here is a $5 gift card
to ______. Feel free to use it to get something while you wait.” Use
your own words.
2. Fill out the “Inconvenience Gift Card Useage Form” completely and
IMMEDIATELY.
a. This form is found under Staff Shares  Procedures Manual
(date)  Inconvenience Gift Card Usage Form. It should
take you only 1 minute. This is how we assure gift cards are
not being abused or stolen.
b. If an employee is stealing or abusing this procedure it is
theft. That person will lose their job and will be prosecuted.
3. Submit this form to the inbox of the director of administration
IMMEDIATELY.

Where: A small number of these gift cards are stored in a drawer in the
reception area and in a labeled space. This location is in a location
visible on the video recordings. The director of administration keeps a
log of how many we have and how many are used.

[115]