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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.