Client Service Standards

Client Expectations: C – Courteous

College-Wide Service Standard: C1.
Treat clients in a welcoming, polite and professional manner.

Finance & Administration Specific Service Standards:

C1.1 Dress appropriately for the work environment.
C1.2 Smile and greet the client.
C1.3 Staff will modify their voice-mail and e-mail messages when they anticipate being absent from the College for longer than one business day. The messages will indicate the expected date of return and alternate contacts where available.
C1.4 Acknowledge voice-mails and e-mails within one business day.
C1.5 Staff will ensure that their personal information as indicated in the College on-line directory is accurate and up-to-date.
C1.6 The Sector web-site will be well maintained, up-to-date and include an FAQ section for each Department.

College-Wide Service Standard: C2.
Interact in a manner that shows respect for the individual.

Finance & Administration Specific Service Standards:

C2.1 Use client’s name as primary identifier, where appropriate.
C2.2 Give the client your undivided attention.
C2.3 Maintain confidentiality.

Client Expectations: A – Attentive

College-Wide Service Standard: A1.
Understand the needs and expectations of your clients.

Finance & Administration Specific Service Standards:

A1.1 Confirm that you have understood client needs.
A1.2 Provide service delivery options where appropriate.
A1.3 Post hours of operation on all Departments.

College-Wide Service Standard: A2.
Demonstrate a willingness to help.

Finance & Administration Specific Service Standards:

A2 Offer assistance and demonstrate a willingness to help.

College-Wide Service Standard: A3.
Strive to make each client feel valued.

Finance & Administration Specific Service Standards:

A3.1 Keep interactions positive.
A3.2 Personalize the service, and express self in an articulate, easy-to-understand manner, demonstrating your involvement in assisting the client.

Client Expectations: R – Responsive

College-Wide Service Standard: R1.
Provide timely, accurate and thorough service.

Finance & Administration Specific Service Standards:

R1.1 Maintain a list of services and standards on Sector Website.
R1.2 Use current information, procedures and forms.

College-Wide Service Standard: R2.
Validate that client needs have been met.

Finance & Administration Specific Service Standards:

R2.1 Summarize the service provided.
R2.2 Identify any necessary next steps when completing an interaction with a client.
R2.3 Make a closing statement when serving a client.

College-Wide Service Standard: R3.
Take client concerns seriously.

Finance & Administration Specific Service Standards:

R3.1 Fulfill your commitments to clients.
R3.2 Understand and empathize with the client when we are unable to meet with the client’s expectations or needs, while reinforcing College policy.

Client Expectations: E – Efficient

College-Wide Service Standard: E1.
Be knowledgeable about your products and services.

Finance & Administration Specific Service Standards:

E1.1 Participate in training and development opportunities.
E1.2 Use available resources effectively.
E1.3 Maintain memberships with Industry and Professional Associations to ensure knowledge about service alternatives is current.

College-Wide Service Standard: E2.
Display initiative and resourcefulness.

Finance & Administration Specific Service Standards:

E2.1 Recognize and pursue areas for improvement.
E2.2 Strive to use all available resources and work collaboratively.

Client Expectations: S – Supportive

College-Wide Service Standard: S1.
Provide a safe, comfortable and accessible environment.

Finance & Administration Specific Service Standards:

S1.1 Respect and accommodate for diverse client needs as required.
S1.2 Wear visible proof of employment at the College.
S1.3 Know your role in maintaining a safe and secure physical environment and be aware of fire and life safety response procedures.

College-Wide Service Standard: S3.
Anticipate client needs.

Finance & Administration Specific Service Standards:

S3 Seek out and involve clients in assessing service solutions or products/services to determine ways to improve.