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

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 individual’s name
2. Use the individual’s name during the interaction
3. Actively listen to the individual’s 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 individual’s question or concern to confirm understanding
4. Protect the individual’s 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 Individual’s Question or Assist with Resolving the Individual’s 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 Individual’s 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. Telephone Examples
GREET - Present a Welcoming and Friendly Environment
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)
Answer the telephone within 3 rings
Greet the caller by identifying
University
Department
Your Name
Ask, How Can I Help You?”
Smile (it will translate to your voice)
TREAT - Treat the Individual with Professionalism and Respect
Seek to secure the individual’s name
Use the individual’s name during the interaction
Actively listen to the individual’s questions/concerns
Stop what you are doing and give the individual your attention
Ask questions to clarify your understanding
Repeat the individual’s question or concern to confirm understanding
Use courtesy words such as “please and thank you”
Speak clearly and slowly and use words the individual can understand (avoid acronyms)
Demonstrate patience with individuals regardless of their behavior toward you
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 Individual’s Question or Assist with Resolving the Individual’s Problem/Concern
Use the FAQ database to assist individuals with frequently asked questions
Provide clear information and explanations of PUC's core processes
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 caller’s name and the reason for the call
Ensure the connection has been made and announce that you are hanging up
FOLLOW-UP - Follow Up to Ensure Individual’s Satisfaction
Ask the individual if he/she is satisfied with the service he/she just received
Ask the individual if his/her questions/concerns have been addressed
Ask the individual if there is anything else you can help him/her with
If taking a telephone message for another individual, secure caller’s name & number, best time to call back, and reason for the call
Use to deliver the telephone message
Return telephone calls within 24 hours

4. Email Examples GREET -- Present a Welcoming and Friendly Environment
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
Use the individual’s name during the interaction
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 Individual’s Question or Assist with Resolving the Individual’s Problem/Concern
Use the FAQ database to assist individuals with frequently asked questions
frequently-asked-questions/
FOLLOW UP -- Follow Up to Ensure Individual’s Satisfaction
Respond to messages within 24 hours
Ask the individual if there is anything else you can help him/her with