How does the organization define engagement in its service model?

In the context of the organization's service model, engagement is defined as demonstrating enthusiasm and knowledge. This definition emphasizes the importance of being not only present and active in customer interactions but also conveying a genuine passion for the service being provided. Enthusiasm is vital as it helps create a positive and inviting atmosphere, which can significantly enhance the customer's experience.

Knowledge complements enthusiasm by ensuring that staff members can effectively assist customers, address their queries, and provide valuable insights about the services or products offered. This combination of enthusiasm and knowledge fosters a deeper connection with customers, making them feel valued and understood, which aligns well with excellent service practices.

While being present and smiling contributes to a friendly environment, and listening to customers is essential for effective service, the distinctive aspect of engagement as defined by the organization involves the proactive display of knowledge and enthusiasm to truly connect with customers in a meaningful way. Additionally, having fun while working can enhance the workplace atmosphere, but it is the enthusiasm and knowledge that directly feed into customer engagement and satisfaction.