Service Standards

Knowledgeable, Thorough, Clarity, Accuracy, Transparency

In-Person: If you don't have an answer to their question, direct them to someone who may be able to help, or get the information for them while they wait.
Phone: Be knowledgeable about the area, ability to source the needed information when necessary, and respond in a timely fashion, Zoom sessions to assist in clarifying issues.
Email: Be thorough without being too lengthy, and provide resources/links, and phone numbers.

(2 business days), Speed, Accessibility

In-person: Answer immediately if you are able, ask if they want to wait a few minutes for answers you can provide, and take down information if you need to follow up.
Phone: Have someone answering the phone at least 75% of work hours - Check voice mail as soon as you return to your work hours/space - Return calls within 1 hour, if possible, no longer than 1 business day - Check forwarding is working, and voicemail is accurate regularly.
Email: 1 -2 business days- even if that is simply a "we are looking into your question". Within 5 business days for a resolution or at least additional updates on the query.

Empathy, Sympathy, Calm, Pleasant

In-Person: Extra friendly, body language/posture shows interest in helping. Overcome any negative personal feelings to keep them from coming through.
Phone: Empathetic towards the needs of the students, accommodating, tone that conveys a desire to assist.
Email: Be respectful and kind. Keep emotions in check. Refrain from being combative or aggressive.

Friendliness, Professional, Patient

In-Person: Pleasant facial expression and tone of voice. Be patient. No cell phone distractions. Focus on the student and treat them like a valuable client.
Phone: Friendly voice, be understanding of each question even if it’s a repeatable question, don't rush or hurry the person (extra patience with each person).
Email: The email should be answered in a professional manner and take the entire query into account. If part of the question cannot be answered by X department, they should forward it to the department that can immediately.