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Employee Handbook

Employee Handbook

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Published by: scsekar on Sep 15, 2009
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Employee Handbook
University of North TexasDepartment of Housing and Residence Life
2University of North Texas Department of Housing and Residence Life Employee Handbook 
Customer Service Strategy
The Department of Housing and Residence Life will strive to be a “home away from home” residencefor students. We are dedicated to the resident not only as a student, but also as a valued person andcustomer. We will strive to provide a safe, comfortable environment conducive to the educational, so-cial and overall developmental growth of the resident. We will promote the concepts of wellness, aca-demic excellence, civility and community to those living within our residence halls, as well as to theUniversity as a whole.
Mission Statement
The Department of Housing and Residence Life consists of nine residence halls which house approxi-mately 4000 students. In order to service our customers, Housing employs approximately 105 full-time and 235 part-time employees.Housing takes great pride in providing quality service to the students of this university. Each em-ployee is equally important to our Housing Organization. Every employee is equally responsible for quality performance in their job duties. Housing is a TEAM and it takes TEAM members working to-gether to do the job right!This handbook provides you with important information concerning policies, procedures, and benefitswhich allow you to participate as a successful team member.
It is our commitment to make a positive connection with the students, faculty, and staff of this univer-sity. As an employee of housing, you are the front-line of service. You can positively or negatively af-fect the attitudes of others toward Housing and the University.
Our customers are the reason we keep the residence halls open every semester. It is for them that weprovide an environment that is clean, safe, cheery and attractive. As an employee of Housing, youmust show patience towards our customers and keep communication positive. Never treat customersas an interruption to our business;
they are the very reason for our business.
The basic ingredients for customer service are:
Behavior which demonstrates concern for customer needs
Knowledge of Housing policies and resources
Constant striving to change the system when impediments to customer service become evident
Courtesy and a smileThe proper procedures for serving a customer include:
Greet all customers promptly. Acknowledge every person entering your residence hall or department.
Phrase your greeting tactfully, be friendly and smile.
Give the customer your full attention. Make the customer feel valued.
3University of North Texas Department of Housing and Residence Life Employee Handbook 
Workplace EtiquetteTelephone Etiquette
Try to see a problem from a customer’s point of view. Let the customer know that
can help.
Get help from your supervisor if you are unable to answer a customer’s question, cope with aproblem or give the customer what they want.Telephone etiquette is an extension of good customer service. A customer’s opinion of Housing canbe formed with one phone call.The following are tips for providing good customer service over the telephone:Answer the phone within three rings. Remember that a smile on your face can be heard bythe person on the other end.Identify your hall (or department) and yourself. The accepted way to answer the telephone is“(housing department; name of hall). This is (your name). How may I help you?”Keep a customer on hold for no more than one minute. Return to the caller and ask if theywish to continue holding.Find out promptly where to transfer the customer. Do your best to get the information theyseek yourself. Many customers are distressed because they have been transferred severaltimes. If this happens, apologize to the customer for the confusion. Let the customer knowthat you can help or will find the right person to help.Let the customer know what steps you are going to follow. Give the extension of the person towhom you are transferring the call to in case the customer gets disconnected. Be sure to letthe receiver know who it is that you are transferring.In order to be an effective housing team, we depend on the mutual respect and cooperation from eachteam member. You are an important part of our team.
To help our team function more smoothly, enabling us to better serve our customers, the following ele-ments are key:
Be on time
Be considerate of other staff members
Volunteer to help others. “See” jobs that need to be done without being told
NEVER say, “That is not my job.”
Don’t gossip
Welcome new employees

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