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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

CUSTOMER CONTACT IS A MOMENT OF TRUTH


When customers first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and

friendliness. They will decide in

7 seconds from 11 impressions whether they

Like You Dislike You Indifferent

that

will largely determine the satisfaction of their experience (and yours)

7-11 QUIZ
1- Cleanliness 2- Warmth (engaging) 3- Credible 4- Knowledgeable 5- Responsive 6- Friendly 7- Helpful 8- Understanding 9- Courteous 10- Confident 11- Professional

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
Punctuality Time Management Manage multi-tasking Follow the chain of command

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

Written business email and letters/memos


Use correct grammar (no text talk or IM speak) Limit styles and images Be careful of font colors Use correct case (not all caps or lower case)

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

KNOWLEDGE AND LEARNING


Knowledge is an acquaintance with or understanding of facts and truths Learning is a willingness to become acquainted with facts and truths not yet understood Working Knowledge
Job description, responsibilities and performance expectations

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

KNOWLEDGE AND LEARNING


Willingness for continued learning

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 respectful of all members of your team

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.

Exceptional customer service


Maintain a high level of professionalism by following the guidelines and handouts from todays discussion Listen and be attentive to what your customer needs Communicate using clear and concise business language and remember to watch body language Be a life long learner at your job as well as your personal education. Take opportunities to learn new things and become aware of all the services provided at CSN so you can help and refer seamlessly Be understanding of all people and situations, especially where you may have biases that are contrary

Smile, be happy and have fun! It will always show in the service you