Common SenseCustomer Service

All the people we come into contact with during the day are our customers.

Customers include students, parents, visitors,

co-workers, and the communities WCJC serves.

How we treat each of these customers has a ripple

effect on each of us and those we serve.

What is the to Customer Service?

Is for all employees to be responsible for creating and maintaining a friendly, informative, and, supportive business environment for their external and internal customers.

The to Customer Service…

The first

to Customer Service is Good Office Etiquette.

Good Office Etiquette demands that we be:

. Polite, and . Respectful

All WCJC employees should…

Greet customers when they enter their area!

Never allow a customer, internal or external, to feel ignored.

• Acknowledge their presence,

• Introduce themselves, and

• Offer to assist them.

Students, parents, faculty, support staff, and administrators should always feel welcome in WCJC offices and on the WCJC Campus.

Excellent service should be provided to

allWCJC customers

at all times!!!

Customers should never feel intimidated and

should always be treated with dignity and respect.

WCJC employees should actively listen to the customer to determine how to direct or assist them with their questions or concerns.

Always answer all questions in a professional and courteous manner, remembering:

* No question is ever a stupid one,

and,

* All customer questions and

concerns are important to them.

Impatience and anger,

with external and/or internal customers alike, is

UNACCEPTABLE BEHAVIOR.

All external customers should feel each of us at WCJC cares about their needs, and each and every external customer should leave the college feeling they were treated fairly and equitably.

by WCJC and its employees.

Good office etiquette is just as important with internal customers as it is with external customers!

The relationship between the staff in an office, and within the organization, should always be one of:

•Mutual respect,and

•Concern

WCJC employees should view

emergencies and priorities not

individually,

but as a team!!!

A cooperative team approach can meet the challenges of the day.

Proper office etiquette calls for you to be:

• Professional,

• Calm, and

• Patient

Remember !!!

The to good customer service is to treat customers like we want to be treated even in the most stressful situations.

to good customer service is

responsible communication.

The Second

Effective communication is the responsibility of all employees.

Each person is responsible for:

• Communicating clearly, and

• Listening effectively.

Responsible communication

means being sure theinformation shared isunderstood in the propercontext.

WCJC employees shouldanswer customer questions

and concerns with positive

and precise information.

Never say

“I can’t help you”

or

“I don’t know.”

Good customer service

requires finding the proper resourceperson to assist the customerif you are unable to provide allthe requested information.

Customers, after completing

their transactions with you,should have a positive image

of you and the College.

It is the responsibility ofeach employee to promoteWCJC and the contributions

the College makes to its students and the community.

to customer service

is professionalism.

The Third

WCJC expects professional behavior from all employees.

Your professionalism shows in

the way you speak to yourcustomers and co-workers.

of professional behavior are:

. Positive patience, and

. Positive attitude and manner.

traits

WCJC expects professional

behavior from all employees!

Professional behaviorobligates employees to be:

• Prepared, • Skilled, and• Knowledgeable.

Essential Elements to Professionalism

• Regular attendance

• Being on time,

• Dressing professionally,

and

• Not Watching The Clock

Employees who communicateprofessionalism have:

Attentive listening skills, Are quick, and Are enthusiastic in

responding to requests

You ARE

WCJC to

your customers!

Remember…

Your level of professionalism will determine how your customer feels about the College and will help determine the success of the College in the community we serve.

Your professionalism in your position will ensure that WCJC customers continue to return to our College for their educational needs through many generations.

is

telephone etiquette.

The Fourth

Telephone calls should be

answered

within three rings.

A smile on your face,before answering the phone,

will be reflected in your voice to the customer

on the other end of the phone.

Employees should always:

•Identify their department

and

•Provide the caller with their name.

If you must locate some information

to assist the caller,

always put the caller on hold.

It is not appropriate for the caller to hear anything going on in the office or anything that might be discussed in trying toassist the person.

If you must take a message, be

sure to obtain accurate and complete information.

•

At the very minimum the following should be obtained:

1. Name of caller,

2. Date and time of call,

3. Caller’s phone number,

4. Brief explanation of reason for the call, and

5. Your name.

If you are screening calls for a person or department,

do so diplomatically.

An example of diplomacy wouldbe to say a person is “out of the office” rather than to say they are“at lunch”.

Be polite when screening calls,

but do not provide a specific time a person will return a call.

Inform callers when the employee is:

• Out of town, or

• Out of the office for an extended period.

Ask the caller if someone else canassist them. Determine who to referthe caller to and inform them whoyou are referring them to.

WCJC employees are expected to return callspromptly and, whenpossible, return them thesame daythey are received.

If a caller must be

transferred:

• Advise the caller you are transferring them. • Provide them, in case they

are disconnected, with the name, department, and telephone number that can assist them.

If possible, when transferring: • Stay on the line • Identify the caller to the

next individual • Explain what action/comments you have already taken/made

In Summary:

Satisfied customers tend to bring new customers to the College’s doorstep.

Good customer service representatives

remember that even as difficult as a day may have been,quality customer service must be provided at all times to all those that we serve.

Always remember:

Just because you have answered the same question a 100 times…

Today, this week,or this year…

it is the first time the person has

asked you that question.

Let’s each of us remember daily,

asWCJC employees, that it is ourresponsibility to provide excellentcustomer service to not only the students, parents, administrators,faculty and staff we serve but alsoto ourfellow co-workers…our office mates…

Good Human Relationships = Good Customer Service = Good Public Relations =

A Successful and Growing

Wharton County Junior College

Let’s all work together as a

team

to make Wharton County Junior College the best community college, not

only in the state, but the nation.

Wharton County Junior College may never be the biggest

community college in the world,

but WCJC can be the College that is known for

Outstanding Customer Service!

Wharton County Junior College Thanks You

for all the work you do every minute, hour, day, month, and year!!!!

Your special touch and skills make Wharton County Junior College!!

Please print out the following slide, complete, and sign the certificate.

Send the completed Certificate of Completion to the Human Resources Department for inclusion in your personnel file.

Thank you.

Certificate of CompletionCommon Sense Customer

ServiceOn this month/day_______________, 2___, I completed the On-Line Common Sense Customer Service Training.

_______________________________________________First Name Middle Name Last Name

_____________ _________________________________Social Security Number Title and Department

___________________________________Employee Signature