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LMU Service Standards (redirected from Customer Service)

Page history last edited by Kathryn Ryan 4 months ago

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Below are the LMU Service Standards: 

 

Communication:

  • Give the person full attention; minimize distractions.
  • Face those to whom you are speaking; make eye contact.
  • Listen for understanding.
  • Clarify with questions; paraphrase or reiterate.
  • Do not interrupt; take notes if helpful.
  • Be courteous and respectful.
  • Avoid being defensive or argumentative.
  • When seeking solutions, offer alternative options.
  • De-escalate emotionally charged situations with empathy, validation and reassurance.

 

Accountability:

  • Responsive communications; return all communications, quickly.  Promptly acknowledge the receipt of voicemail messages and emails.
  • Notify others when you are leaving the department.
  • Keep promises and honor your commitments; follow up with people.
  • Invest in your professional development.
  • Anticipate the needs of others; strive to exceed expectations.
  • Seek solutions; if you don’t know the answer to a question, find a person or resources that can assist you.

 

Professionalism:

  • Welcome and greet others with warmth.
  • When answering the phone state your name and department and ask, “How may I help you?”
  • Prioritize and focus to give projects and people your undivided attention.
  • Collaborate and communicate with other departments to ensure quality service.
  • Be receptive to feedback; continuously seek opportunities to improve.
  • Understand the role you and others play to better facilitate service on campus.
  • Keep informed about current LMU campus events and news.

 

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