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GREET -- Present a Welcoming & Friendly Environment TREAT -- Treat the Individual with Professionalism & Respect HELP -- Answer the Individuals Question.

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Presentation on theme: "GREET -- Present a Welcoming & Friendly Environment TREAT -- Treat the Individual with Professionalism & Respect HELP -- Answer the Individuals Question."— Presentation transcript:

1 GREET -- Present a Welcoming & Friendly Environment TREAT -- Treat the Individual with Professionalism & Respect HELP -- Answer the Individuals Question or Assist with Resolving the Individuals Problem/Concern FOLLOW UP -- Follow up to Ensure Individuals Satisfaction sp3 Service Standards for: In-Person/Telephone/

2 In-Person Examples GREET - Present a Welcoming and Friendly Environment 1. Maintain office coverage during the stated office hours (lf not available, post a notice indicating when someone will be or how assistance can be secured in the absence of office staff) 2. Greet the Individual within 5 Seconds 3. Smile 4. Make Eye Contact 5. Introduce Yourself 6. Ask, How Can I Help You? TREAT - Treat the Individual with Professionalism and Respect 1. Seek to secure the individuals name 2. Use the individuals name during the interaction 3. Actively listen to the individuals questions/concerns Look the individual in the eye Stop what you are doing and give the individual your attention Ask questions to clarify your understanding Repeat the individuals question or concern to confirm understanding 4. Protect the individuals personal information by practicing confidentiality 5. Use courtesy words such as please and thank you 6. Speak clearly and slowly and use words the individual can understand (avoid acronyms) 7. Explain why delays may be occurring If an individual is required to wait, explain why a wait is necessary, provide an estimate of how long the wait may be, check back often to notify the individual of wait status 8. Demonstrate patience with individual regardless of their behavior toward you 9. Initiate contact with an individual who appears confused or appears to need help HELP - Answer the Individuals Question or Assist with Resolving the Individuals Problem/Concern 1. Use the FAQ database to assist individuals with frequently asked questions 2. Provide clear information and explanations of PUC's core processes FOLLOW-UP - Follow Up to Ensure Individuals Satisfaction 1. Ask the individual if he/she is satisfied with the service he/she just received 2. Ask the individual if his/her questions/concerns have been addressed 3. Ask the individual if there is anything else you can help him/her with

3 GREET - Present a Welcoming and Friendly Environment 1.Maintain telephone coverage during the stated office hours (lf phone coverage not possible, establish a voice mail indicating your status, when you will be back in the office and who caller may contact in your absence) 2.Answer the telephone within 3 rings 3.Greet the caller by identifying University Department Your Name 4.Ask, How Can I Help You? 5.Smile (it will translate to your voice) TREAT - Treat the Individual with Professionalism and Respect 1.Seek to secure the individuals name 2.Use the individuals name during the interaction 3.Actively listen to the individuals questions/concerns Stop what you are doing and give the individual your attention Ask questions to clarify your understanding Repeat the individuals question or concern to confirm understanding 4.Use courtesy words such as please and thank you 5.Speak clearly and slowly and use words the individual can understand (avoid acronyms) 6.Demonstrate patience with individuals regardless of their behavior toward you 7.Successfully place calls on hold Ask permission to place a call on hold Explain why a wait is necessary, provide an estimate of how long the wait may be, check back often to notify the individual of wait status HELP - Answer the Individuals Question or Assist with Resolving the Individuals Problem/Concern 1.Use the FAQ database to assist individuals with frequently asked questions 2.Provide clear information and explanations of PUC's core processes 3.Successfully transfer telephone call to another individual who can be of further assistance Ask for permission to transfer the call Provide the caller with the name and number of the person you are transferring the call to (in case of disconnection) Announce the call by providing the callers name and the reason for the call Ensure the connection has been made and announce that you are hanging up asked-questions asked-questions FOLLOW-UP - Follow Up to Ensure Individuals Satisfaction 1.Ask the individual if he/she is satisfied with the service he/she just received 2.Ask the individual if his/her questions/concerns have been addressed 3.Ask the individual if there is anything else you can help him/her with 4.If taking a telephone message for another individual, secure callers name & number, best time to call back, and reason for the call 5.Use to deliver the telephone message 6.Return telephone calls within 24 hours Telephone Examples

4 Examples GREET -- Present a Welcoming and Friendly Environment 1.Monitor your during the stated office hours. If monitoring of is not possible, set up an automatic reply message to alert individuals of: Your status When you are expected back in the office How they can get assistance in your absence TREAT -- Treat the Individual with Professionalism and Respect 1.Use the individuals name during the interaction 2.Follow etiquette when writing messages: Use words the individual can understand (avoid acronyms) Use courtesy words such as please and thank you Include a signature line in your identifying Name Phone address Do not copy a message or attachment without permission Do not write in CAPITALS HELP -- Answer the Individuals Question or Assist with Resolving the Individuals Problem/Concern 1.Use the FAQ database to assist individuals with frequently asked questions frequently-asked-questions/ FOLLOW UP -- Follow Up to Ensure Individuals Satisfaction 1.Respond to messages within 24 hours 2.Ask the individual if there is anything else you can help him/her with


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