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Enhancing Guest Experience with the ASSIST Program at US Airways Center Events

The ASSIST program at US Airways Center is a customer service initiative aimed at elevating the service culture among employees and improving the overall guest experience at events. Key elements include friendly greetings, smiles, and exceeding guest expectations. Monthly ASSIST Leaders and BIG PLAY ASSIST awards recognize employees who excel at these fundamentals. Nominations are submitted by supervisors and staff, with awards such as gift cards for those going above and beyond to assist customers.

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Enhancing Guest Experience with the ASSIST Program at US Airways Center Events

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  1. What is the Program? The ASSIST program is a set of customer service initiatives designed to enhance our service culture among our employees - that ultimately enhances the guest experience at all US Airways Center events. -2008

  2. Defining the Basics • Acknowledge our guests with a friendly greeting • Smile – and ask how you may assist them • Strive to exceed expectations • Interact – seek out interactions with fans • Stay informed • Thank each and every guest – every night -2008

  3. Monthly ASSIST LEADERS • 10 selected per month • Excelling at the ASSIST basics • ASSISTS awarded every event by supervisors, full time staff, fans and “secret shoppers” • On-court recognition at a Suns game • $50 gift card -2008

  4. BIG PLAY ASSIST Awards • Going above and beyond to ASSIST a customer or group of customers with a problem • Nominations for BIG PLAY ASSISTS are made by supervisors, event managers and full time staff • Reviewed monthly by the ASSISTManagement Team • $100 gift card awarded for BIG PLAY ASSISTS -2008

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