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.
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.