Five-Star Customer Service (5SCS) – AltaPointe’s formal program designed to continually improve customer service and recognize exceptional customer service performance by AltaPointe staff members (see website for details)

Five-Star Customer Service Committee (5SCSC) – AltaPointe staff members working to develop the 5SCS program, oversee launching initiatives and maintain the AltaPraise program

Standards of Behavior – Guidelines set forth by the 5SCSC as minimum expectations of behavior by AltaPointe staff members toward both internal and external customers

AltaPraise – A written submission praising an AltaPointe staff member for exceptional customer service performance. An “AltaPraise” may be written on an AltaPraise card or may be typed into an online AltaPraise form submitted via www.altapraise.org

AltaPointe Star – AltaPointe staff members become AltaPointe Stars once they have received their first AltaPraise.

AltaPointe Star of the Quarter – One of four AltaPointe staff members chosen from among AltaPointe Stars named each quarter.

AltaPointe Super Star of the Year – The AltaPointe Super Star is chosen from among the four Stars of the Quarter during each year.

AltaPraise Review Team – AltaPointe staff members representing major employee categories and all four corporate divisions, which meets quarterly to review all AltaPraises received within a quarter. This Team selects a “Star of the Quarter” from among each quarter’s submission. This Team also participates in choosing the “Super Star of the Year” along with members of Administration and Leadership.

Fiscal Year (FY) – A 12-month period used by a company for accounting purposes. AltaPointe observes its fiscal year from October 1 to September 30.