UTPB ETIQUETTE & CUSTOMER SERVICE
BUSINESS ETIQUETTE
Dress Tips for Success Dress business casual, less formal than traditional business formal, but still intended to give a professional and business-like impression As an employee, dress as an employee and not a student Wear your employee ID badge so you can be identified as an employee It is unacceptable to wear casual clothes such as such as gym shorts, yoga pants, workout clothes, 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 the work day Keep others in mind when using a communal printer/copier Don t put anything inappropriate in email or instant messaging-ird has access to everything!
Tips for Success-Continued Maintaining Relationships Express genuine gratitude Refrain from gossip, inappropriate language, & non-verbal gestures 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 co-worker conversations or have excessive phone calls Respect co-worker s personal space this includes being too loud yourself!
CUTOMER SERVICE STANDARDS
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; Email 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
Phone Smile! (They can hear it in your voice!) 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 accurate notes Transferring ask permission & confirm availability Return calls & voicemail try your best to have a 1 business day response time Messages pay attention to detail Callers name (spelled correctly) Phone number Availability Reason for call
Email Be aware communication through email can be difficult Be organized use color coding & email rules Use your resources proofread for grammar and always use spellcheck Etiquette use clear subject lines, be cautious of Reply all & using humor, include a greeting, double check recipient email address & attachments Response time try your best for a 1 business day response time Proper usage do not use your work email for anything other than work (no chain mail or jokes, memes, etc.) IRD can see everything you email!
In-Person Stand and shake hands Keep body language in mind smile, maintain eye contact if appropriate, and pay attention Check your feelings at the door Summarize the conversation Non-verbal vs. verbal communication
Handling Conflict The INITIAL RESPONSE Apologize for any inconvenience even though you didn t cause it! Actively empathize to show interest and attention Pause and try to understand why your customer is upset Remain calm and quiet in your response you can deescalate a situation by doing so Pause and let them say what they need to say Repeat accurate facts of the customers grievance to show you have been listening Focus on what you can do as a solution
Handling Conflict-Continued THE MAIN EVENT 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, at the institutions services 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 Be Genuine-follow up with your customer by email or phone call and show a GENUINE interest
UTPB ETIQUETTE & CUSTOMER SERVICE