supervisor or manager should be called immediately. Ours is a service business and all of us must remember that the customer always comes first. Our customers ultimately pay all of our wages. Remember, while the customer is not always right, the customer always deserves to be treated with respect. Customers are to be treated courteously and given proper attention at all times. Never regard a customer's question or concern as an interruption or an annoyance. You must respond to inquiries from customers, whether in person or by telephone, promptly and professionally. Never place a telephone caller on hold for an extended period. Direct incoming calls to the appropriate person and make sure the call is received. Through your conduct, show your desire to assist the customer in obtaining the help they need. If you are unable to help a customer, find someone who can. All correspondence and documents, whether to customers or others, must be neatly prepared. Attention to accuracy and detail in all paperwork demonstrates your commitment to those with whom we do business. Never argue with a customer. If a problem develops and a customer remains unsatisfied, ask your supervisor or a manager to intervene. BUSINESS CONDUCT AND ETHICS Employees may accept unsolicited gifts, other than money, that conform to the reasonable ethical practices of the marketplace, including: • Flowers, fruit baskets and other modest presents that commemorate a special occasion. • Gifts of nominal value, such as calendars, pens, mugs, caps, and t-shirts (or other novelty, advertising, or promotional items). Generally, employees may not accept compensation, honoraria, or money of any amount from entities with whom AJK does or may do business. Tangible gifts (including tickets to a sporting or entertainment event) that have a market value greater than $100 may not be accepted unless approval is obtained from management. Employees with questions about accepting business courtesies should talk to their managers or the HR department. WORKPLACE RESOLUTION Suggestions for improving AJK are always welcome. At some time, you may have a complaint, suggestion, or question about your job, your working conditions, or the treatment you are receiving. Your good-faith complaints, questions, and suggestions also are of concern to AJK. We ask you to first discuss your concerns with your supervisor, following these steps: • Immediately or as soon as practical, bring the situation to the attention of your immediate supervisor, who will then investigate and provide a solution or explanation, as soon as possible. • If the problem persists, you may describe it in writing and present it to the HR manager, who will investigate and provide a solution or explanation. If you need assistance with your complaint, or you prefer to make a complaint in person, contact the HR Manager. We encourage you to bring the matter to the HR manager as soon as possible after you believe that your immediate supervisor has failed to resolve it. Revised January 2024 Page 20 of 55