Professional Documents
Culture Documents
Delivering Exceptional Customer Service SA Program
Delivering Exceptional Customer Service SA Program
PR EN S E D TE BY U ST D EN T A IR A F F S EC SP L IA PR O G
L A N
M A E T
M A
WELCOME TO CSN
We are excited to have you on our team and want you to be proud to serve the students and faculty here by providing: GOOD ??? GREAT ??? EXCELLENT ??? EXCEPTIONAL thats it
Customer Service
that will largely determine the satisfaction of their experience (and yours)
7-11 QUIZ
1- Cleanliness 2- Warmth (engaging) 3- Credible 4Knowledgea ble 5- Responsive 6- Friendly 7- Helpful 8Understandi ng 9- Courteous 10- Confident 11Professional
Positive Attitude
PROFESSIONALISM
Attentive listen and care (make them know they matter) o Give accurate information, dont be afraid to say I dont know, but I will find out Friendly approach watch for non-verbal and body language signs Eye contact (best response in 2 seconds) Learning to say no with tact and courtesy and confidence o Stay positive Attention to detail o Go the extra mile o Use names whenever possible
Work Ethics
PROFESSIONALISM
Etiquette
Telephone
CONTINUED
Greeting Holds Transfers Workspace Clean from clutter Organized (know where to find things and put them back in their place) No food, drinks in covered containers Socializing limited to break times (includes Appearance Refer to handout for helpful guidelines
COMMUNICATION
Use Clear and Concise Communication and be the Problem Solver Verbal
Speak clearly at an appropriate speed Be aware of your tone and inflections Give undivided attention
Non-verbal
Watch body language, lack of eye contact or signs of frustration
COMMUNICATION
Language
CONTINUED
Avoid use of: o Vulgar or profanity language o Sexually explicit or suggestive comments o Discriminatory or demeaning comments There is never an appropriate time for any of these in the workplace
Confidentiality
HIPAA Health Insurance Portability and Accountability Act FERPA Family Educational Rights and Privacy Act Adjust tone and volume Use a privacy screen where appropriate
Where to find college policies and procedures Department policies, procedures and expectations Functions of MyCSN Stay current on email and department updates for up-to-date information
General Knowledge
General knowledge about CSN/Infrastructure Important college dates and events CSN catalog (online) Cross training or knowledge of other department functions
CONTINUED
Participate in staff training See supervisor for permission to attend professional development workshops of interest for career and advancement learning. Be sure to check the CAPE website for offerings Assignment of an inner department mentor for the first 90 days
DIVERSITY
Be understanding and accepting of people or situations that do not fit your comfort zone Keep you temperament in check Be aware of your biases
TEAMWORK
Be coachable and open minded to help offered by your supervisor or other members of your team Be willing to work together to accomplish department and institutional goals Be willing to be available and do your share of necessary extras (take one for the team) Be willing to share you knowledge with others. Mentor and support new team members Give recognition and credit wherever you can for a job well done or a difficult situation well handled.
Smile, be happy and have fun! It will always show in the service