3. Attitude

NEW EQUALITIES ACT COMPLIANT POLICY PROPOSAL

3. Attitude

A welcoming smile, a respectful attitude and a friendly face that encourages people to feel confident in asking questions is key to making our customers feel welcome within Glasgow Life facilities. It is simply good customer service.  Address people appropriately – using the social cues you are accustomed to, however, if someone indicates they would like to be addressed differently, politely use the language they have requested. If you are unsure of someone’s gender and the issue arises, simply ask how they would like to be addressed. (In most customer interactions this will not be an issue since speaking to someone generally only requires the use of the pronoun “you ”.)     


GLASGOW LIFE CURRENT POLICY STATES

3. Attitude

A welcoming smile, a respectful attitude and a friendly face that encourages people to feel confident in asking questions is key to making our customers feel welcome within Glasgow Life facilities. It is simply good customer service.  Address people appropriately – in the gender in which they are presenting. If you are unsure of their gender, then simply use gender neutral language, or if it becomes necessary, you should simply ask respectfully.  If required, please ask customers how you can be of assistance to them. Take the time to read Appendix 1 to develop greater understanding.

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