Student Services Collaboration Committee
Unified Customer Service Principles & Practices
Mission: Our mission is to collaborate to provide service excellence to the CCSU community.
Responsibility
- Own the problem
- Timely follow through
- Research answers
- Provide accurate, concise, and complete information
- Collaborate and share information
- Be collegial
- Clearly explain next steps
Accuracy & Effectiveness
- Listen, listen, listen
- Pay attention
- Be patient
- Paraphrase back
- Know the policies and procedures
- Understand your role
- Know the roles of the other offices
Integrity & Professionalism
- Smile and greet
- Do not assume, get all of the information
- Think of how you can help and offer alternatives
- Remember, the student may be hearing something for the first time
- Empathize
- Be aware of your tone
- Use positive language