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AMERICAN LEGION GOLF COURSE 8 <br /> AND WALTER E HALL GOLF COURSE <br /> MANAGEMENT AGREEMENT <br /> EXHIBIT E <br /> Service Standards <br /> 1. Customers are greeted with a smile, treated in a friendly and courteous manner <br /> and greeted by name whenever possible. <br /> 2. Employees will be prompt, responsive, friendly, helpful, efficient and <br /> knowledgeable when interacting with customers and other employees. <br /> 3. All phone calls that are routed to an employee that services customers will be <br /> answered"Location name Golf Course, this is name" or "Location name Golf <br /> Course can you please hold"when servicing other customers. <br /> 4. Maximum wait times for counter staff will be defined through consultation with <br /> the City to find an appropriate balance between staffing levels and reasonable <br /> customer wait time. <br /> 5. Complaints will be handled in a timely manner in accordance with procedures <br /> learned in customer service training. Although employees are empowered to <br /> resolve most customer issues, those that are beyond their discretion level shall be <br /> referred to a manager when possible. If a manager is unavailable, the customer <br /> will almost always be given the benefit of the doubt and the situation clearly <br /> documented for follow up and coaching by the manager the next day. <br /> 6. Telephones are answered by automated systems in order to allow the customer to <br /> make automated tee times or listen to pre-recorded information if they wish. <br /> Customers will always be given an opportunity to speak to a live person during <br /> business hours. Maximum rings or hold time allowed to speak to counter staff <br /> will be defined through consultation with the City to find an appropriate balance <br /> between staffing levels and reasonable customer wait time. <br /> 7. All employees will be in uniform at all times and will be neat, clean and clearly <br /> identifiable. <br /> 8. All employees will pass both a criminal background check and a drug test before <br /> beginning work or, in some cases, within 10 days of beginning work. <br /> 9. Employees shall never raise their voice or speak disrespectfully to any law <br /> abiding customer. A first offense will require a formal reprimand, and a second <br /> offense within 6 months may be grounds for termination. <br /> 10. All other rules of conduct described in the Premier Employee manual shall be <br /> abided by at all times. <br /> 135 <br />