Purdue University Calumet. [Department Name] Customer Service Standards Template

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1 Purdue University Calumet [Department Name] Customer Service Standards Template Developed by the AS Customer Service Standards Committee Revised May 16, 2009

2 Customer Service Standards Template *Click to edit fields shaded in grey Direct in Person Assistance When a person walks in, acknowledge them even if you are assisting another person, i.e. make eye contact Answer the telephone. Then ask the caller if they prefer to be put on hold or have their call returned. Then you can continue to help the customer. Each main informational area should be staffed during business hours. If staff is unavailable, signage should be posted directing the customer where to go for immediate assistance. Use the customer s name during the interaction if appropriate. Performing Service in an Office Give sufficient notice of type of work to be performed and timeframe. Knock on closed or open office prior to entering an office where service needs to be performed. If the office is occupied, enter and state your name, the department you work for, and the work to be performed. Keep conversation with other staff work related. Be courteous of others working in the department. Set radios at a low volume or cell phones to quiet or vibrate If office is occupied Leave the area as clean as it was prior to performing your work. Move equipment or furniture back to its original location. Leave a card stating your name and the work performed. (Card should have a link to service recognition address so customer can be reminded to submit an for exceptional service received.) General Guidelines Free from grammatical and spelling errors (proofread and use spell check) Professional format Use common fonts & font size i.e.arial 10-12pt. Do not use STENCIL, Franklin Gothic, ALL CAPS, or other uncommon fonts Use standard font colors. i.e.black for normal text or blue for replies. Do not use personal logos, wallpaper, color background, etc. Be careful when replying to all Use only when necessary in small group or team discussions Please refrain from replying to all for Dist-E messages Include electronic signature 2

3 Out of office e mail Procedure While out of the office, an out-of-office message should be set with the following information Out-of-office Greeting Expected return date When to expect a response to the inquiry Who to contact for immediate assistance in your absence Example: You have reached the office of [Insert Name and Title] I will be out of the office until [Insert return date] for immediate assistance you may contact [Insert backup contact name and number] Replies s received that require action should be acknowledged or responded to within two business days. The response should include the following: Thank you for writing or professional greeting Realistic timeframe for issue resolution Your electronic signature Signature For the sake of consistency and professionalism, signatures should include: Name Title Department Business Address Address Phone Fax Signatures should NOT include: Personal tag lines Quotes Jokes Note: An electronic business card, or Vcard, attachment should only be included for sent outside of the University Facsimiles Include a cover sheet Include sender s phone and fax number on cover sheet Use standard letterhead as supplied by University Relations Meetings Scheduling and Facilitating Schedule meeting via Outlook Give advance notice of a week whenever possible Provide complete information if possible (date, time, location, subject) Provide agendas in advance 3

4 Telephone Start and end meeting on time Be organized (equipment, handouts, presentations, etc.) Attending Accept or decline meeting via Outlook Give reason when declining Be on time Come prepared Incoming Calls Answer in three rings Tone of voice should be pleasant and polite Speak in a clear voice with a volume loud enough to be heard Use a greeting, state your department name and your name Example: Good morning, [department name], this is Helen. How may I help you? Leaving a Voic Message Speak clearly Leave your full name, [department], phone number Give complete details of message Repeat phone number at end of message Tip: Press 00 while listening to message to retrieving details of Caller ID. On hold If it s necessary to put a customer on hold, first ask customer if you can put them on hold and wait for reply. If customer is unwilling to be put on hold, ask if you can take their name and number and call them back. On hold time should be no more than 30 seconds If issue cannot be responded to with 30 seconds but may be handled within another30 seconds, ask customer if they would like to remain on hold or if you can call them back. Responding to Messages Voic s and s should be responded to within 2 business days with at least an acknowledgement, if not able to provide an immediate answer. Transferring Calls Before transferring call, determine best possible person to handle the issue and transfer call Inform customer of the name of the person you are transferring them to and their phone number in case it disconnects When necessary, prep the person the call is being transferred to with the following information: Your name The customer s name and phone number 4

5 The issue or reason for the transfer Avoid using acronyms with the customer or the transfer party When accepting a transfer call: State your name That you will be addressing the issue The issues as you understand it, without asking them to repeat it. Voic /Out of office Procedure Each area should have an out-of-office procedure to provide immediate assistance. While out of the office, your line should be forwarded to another line where it can be answered or sent to voic after 3 rings. Voic should be set with the following information: A greeting stating you are out of the office Who to contact in your absence An expected return date A backup name and number should be provided Office hours if deemed appropriate to the nature of your departments business Written Correspondence The following includes any written correspondence such as letter, , fax, etc. Professional format Use common fonts & font size Use standard font colors Use standard margins i.e. [Arial 10-12pt, ½ - 1 margins] i.e. Do not use STENCIL, Franklin Gothic, ALL CAPS, or uncommon fonts Official letterhead and/or logo as supplied by University Relations Free from grammatical and spelling errors (proofread and use spell check) Avoid using acronyms unless explained in the correspondence. 5