Maintaining Relationships Express gratitude Refrain from gossip & inappropriate language Be careful how much of your personal life you share this can

Transcription

1

2

3 Dress Go for business casual - less formal than traditional business wear, but is still intended to give a professional and business-like impression As an employee, dress as an employee not as a student It is unacceptable to wear short shorts such as gym shorts, tank tops or low cut tops. No bare midriffs allowed. You need to be noticed for your work not for what you are showing Be careful wearing UTPB logos outside of work you represent the University so make sure it is in the best light possible Technology Keep phone on vibrate or silent during your work day Don t put anything inappropriate in or chat IRD has access to everything! When using a communal printer/copier, keep others in mind when starting a big print job and get your items as soon as possible so they are not mixed in with others

4 Maintaining Relationships Express gratitude Refrain from gossip & inappropriate language Be careful how much of your personal life you share this can create strain and make work awkward Share the credit when due Don t interrupt phone calls or co-worker conversations Respect co-worker s personal space this includes being too loud yourself!

5

6 FERPA FERPA is a Federal law that governs the release of student personal information and educational records The following directory information may be shared: Name; Local and permanent addresses; address; Telephone number; Place of birth; Field of study; Enrollment status; Student classification (freshman, sophomore, etc.) HOWEVER, the student does have the option to opt-out of directory information sharing. Check with the Registrar prior to releasing any information

7 Smile! (They can hear it in your voice!) And speak clearly Be prompt answer within 2 rings Be courteous use positive language & tone Be patient let them explain everything before asking questions Pay attention to detail use their name, take notes Transferring ask permission & confirm availability Return calls & voic try your best to have a 1 business day response time Messages if you need to take a message for someone, be detailed in your notes. Name spelling, phone number, availability, and reason for call are a must

8 Be aware communication through can be difficult Be organized use color coding & rules Use your resources proofread for grammar, use spellcheck if needed Basic etiquette use clear subject lines, be cautious of Reply all & using humor, include a greeting, double check recipient address & attachments Response time try your best for a 1 business day response time Proper usage do not use your work for anything other than work (no chain mail or jokes, memes, etc.) IRD can see everything you !

9 Stand and shake hands Keep body language in mind smile, maintain eye contact, and pay attention Check your feelings at the door Summarize the conversation

10

11 Apologize for any inconvenience even though you didn t cause it! Remain calm and quiet in your response you can deescalate a situation by doing so. Actively empathize to show interest and attention. Use the broken record method. Calmly and clearly restate your response to their anger or frustration, no matter what their response is until you are having a useful conversation.

12 Talk through the problem don t be afraid to ask more questions to get to the real issue. Create a solution plan stay positive and focus on what you CAN do to help them, leaving the word can t out of the conversation. Use your resources look on the website, GO-TO list, or call an expert for advice. Communicate and follow-up communicate the solution plan to them in detail and schedule a follow up to ensure the problem is resolved. For the full Customer Service training, please look on the Training page of our website