Client Service Standards

C ourteous

C1.1 – Verbal communication – Acknowledge voice mails within one business day. Maintain up-to-date personalized voice mail greeting (daily when phone is important tool for client interaction). Provide pertinent information as efficiently as possible – make it brief, to the point and current

C1.1 – Written Communication – Acknowledge e-mails within one business day. Structure written business communication using standard templates with appropriate opening salutation, a body that is relevant and respectful and a closing that contains contact information

C1.2 – Staff will be visibly identified by wearing either, a Department / College name tag with position title & team name and / or Department issued clothing

A ttentive

A1 – The Department will engage in a number of client validation activities, including:

a) conducting electronic baseline surveys, using the work order system

b) reviewing of College KPI survey results

R esponsive

R1.2 – The Department will ensure that:

a) the service provider validates work request with client, where possible

b) client is provided with estimated completion date for work requests

E fficient

E1.1 – The Department will:

a) clarify service team mandates and inter-relationships,

b) schedule and conduct cross-functional team orientation/info sessions

S upportive

S1.1 – The Department will provide leadership and guide the College in the continued development of an internal responsibility system for occupational health and safety through the development and implementation of occupational health and safety programs and management processes that reflect best practices, demonstrate accountability and allocate responsibility among all workplace parties