Client Expectations |
College-Wide Service Standards |
Registrar’s Office Service Standards |
| C - Courteous |
C1. Treat clients in a welcoming, polite and professional manner. |
C1.1 Present a tidy, professional work environment. Maintain well-groomed appearance and appropriate attire. |
| C1.2 Smile and greet the client. |
| C1.3 Be on time and ready to work, as scheduled. |
| C2. Interact in a manner that shows respect for the individual. |
C2.1 Use client’s name as primary identifier, where appropriate. |
| C2.2 Give the client your undivided attention. |
| C2.3 Maintain confidentiality. |
| A – Attentive |
A1. Understand the needs and expectations of your clients. |
A1.1 Listen actively (body language) before responding. |
| A1.2 Confirm that you have understood client needs. |
| A1.3 Provide service delivery options where appropriate. |
| A2. Demonstrate a willingness to help. |
A2.1 Offer assistance. |
| A2.2 Demonstrate a willingness to help. |
| A3. Strive to make each client feel valued. |
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. |
| R – Responsive |
R1. Provide timely, accurate and thorough service. |
R1.1 Update your voice-mail greeting daily. Meet established response times. |
| R1.2 Use current information, procedures and forms. |
| R1.3 Utilize job-specific data-verification processes. |
| R2. Validate that client needs have been met. |
R2.1 Provide the appropriate summary for 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. |
| R3. Take client concerns seriously. |
R3.1 Fulfill your commitments to clients. |
| R3.2 Provide individualized service within the context of College policy. |
| R3.3 Resolve or refer with certainty. |
| E – Efficient |
E1. Be knowledgeable about your products and services. |
E1.1 Participate in training and development opportunities. |
| E1.2 Use available resources effectively. |
| E2. Display initiative and resourcefulness. |
E2.1 Recognize and pursue areas for improvement. |
| E2.2 Strive to use all available resources and work collaboratively. |
| S - Supportive |
S1. Provide a safe, comfortable and accessible environment. |
S1.1 Respect and accommodate for diverse client needs as required. |
| S1.2 Wear a name tag, and ensure that it is visible. |
| S2. Display sincere interest in contributing to student success. |
S2.1 Help clients to understand the implications of their actions and decisions. |
| S2.2 Inform clients of services available that may contribute to their success. |
| S3. Anticipate client needs. |
S3.1 Seek client feedback regularly in assessing our services, and act upon it in reviewing our processes. |
| S3.2 Participate actively in planning and evaluating our services |
