Customer Support Standards

The definition of customer service is one who aids or provides help to the purchaser of a good or service.   

CUSTOMER SERVICE STANDARDS

GENERAL STANDARDS

  • LISTEN TO CUSTOMER REQUESTS AND TAKE IMMEDIATE ACTION TO ASSIST THEM. 
  • ANTICIPATE THE NEEDS OF CUSTOMERS BY IDENTIFYING EXPECTATIONS AND WORKING TOWARD MEETING NEEDS.
  • KEEP CUSTOMERS INFORMED OF ANY DELAYS IN SERVICE.
  • EXCEED EXPECTATIONS OF ALL CUSTOMER GROUPS.
  • BE AWARE OF COMMUNICATION STYLE AND COMMUNICATION PROFESSIONALLY.  
  • EXTERNAL CUSTOMERS DEFINED AS:  CUSTOMERS AND/OR VENDORS
  • GREET ALL CUSTOMERS IN PROFESSIONAL AND COURTEOUS MANNER.
  • INFORM CUSTOMERS ON WHAT TO EXPECT AND NORMAL PROCESS TIME.
  • RESPOND TO WEBSITE REQUESTS AND QUESTIONS BY THE END OF THE BUSINESS DAY.
  • FINISH ALL INTERACTIONS WITH CUSTOMERS IN PROFESSIONAL AND COURTEOUS MANNER.

TELEPHONE ETIQUETTE

  • ANSWER THE PHONE WITHIN FOUR RINGS.
  • IDENTIFY OURSELVES WHEN ANSWERING THE PHONE.
  • ASK CUSTOMER FOR THEIR ACCOUNT NUMBER IN ORDER TO VERIFY THEIR DETAILS ON THE MANAGEMENT SYSTEM.
  • LISTEN TO CALLER’S REQUESTS AND HELP TO ANSWER QUESTIONS OR RESOLVE ISSUES.
  • END THE CALL IN A COURTEOUS MANNER BY THANKING THE CALLER.

VOICE MAIL

  • RESPOND TO ALL VOICEMAIL MESSAGES BY THE END OF THE BUSINESS DAY.

E-MAIL

  • RESPOND TO EMAILS BEFORE THE END OF THE BUSINESS DAY.