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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
from

11 impressions whether they

7 seconds

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
4Knowledgeable
5- Responsive
6- Friendly

7- Helpful
8Understandin
g
9- Courteous
10- Confident
11Professional

PROFESSIONALISM
Positive Attitude

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

CONTINUED

Etiquette
Telephone
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

CONTINUED

Language
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

CONTINUED

Willingness for continued learning

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