Customer Care

External Customers

• We will greet our customers in a courteous and professional manner.

• We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service.

• We will inform our customers of normal process time, when they can expect completion and any delays that may arise in the process.

• We will touch base with our customers to update them as to where we are in the process.

• We will respond to website questions/requests within 24 hours during normal business hours.

• We will respond to applicants (employee/volunteer) within 24 hours of normal process time to let them know when they can expect completion and any delays that may arise in the process.

• We will finish our encounters with our customers in a courteous and professional way.

Internal Customers

• We will interact with each other in a courteous and professional manner.

• We will inform our internal customers of normal process time, when they can expect completion and any delays that may arise in the process.

• We will touch base with our internal customers daily, either by e-mail or phone, to update them as to where we are in the process.

• We will work to resolve issues with coworkers and other departments by discussing problems directly and working toward agreed upon solutions.

• We will be considerate, cooperative and helpful to every staff member to assure quality services.

• We will hold ourselves and each other accountable for addressing inappropriate comments and behavior.

Voice Mail

• We will respond to voice mails within 24 hours during normal business hours.

• We will update our voice mail greeting, advising callers when we will be out of the office for an extended period of time (1/2 day or longer), informing callers of when we will return and who they may contact with questions (if applicable).

E-mail

• We will respond to e-mails within 24 hours during normal business hours.

• We will update our e-mail notification message when we will be out of the office for an extended period of time (full day or more). We will indicate our expected return date and indicate a contact person (if applicable).

General

• We will make our goal to exceed the expectations of all of our customer groups.

• We will work to anticipate the needs of those we serve by proactively working to meet their needs.

• We will hold ourselves and each other accountable for our service commitment.

• We will be conscious of our communication style (ie; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner.