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Policy Title: Customer Service Policy ID: IT-1 Origination Date: August 6, 2013 Update Date: July 13, 2016 Legal Approval: Department Director Approval: Division Manager Approval: IT1-1 Policy It is the policy of Ogden City IT to provide high quality, timely, and courteous service to customers. IT1-2 Policy Purpose To assure that I.T. staff learn and consistently implement uniform customer service concepts and procedures. IT1-3 Evidence of Compliance I.T. staff and their supervisors will receive regular accolades and few, if any, complaints regarding their customer service rendered, customers will desire to use I.T. services, and technology projects will be implemented in a cost effective and timely way to the satisfaction of the customers. IT1-4 Policy Procedures I.T. staff shall 1. Be attentive to a request for help even though it may not be in your area a. Respond attentively, and confidently to each customer request even though it may not be part of your job function i. Email/Voice mail requests for support or help, within 30 minutes, all other Emails/Voice mails within 24 hours ii. Phone calls with standard greeting within three rings iii. Follow “I don’t know” with “but, I will find out” 2. Loose the excuses, show you care, and commit to help a. Demonstrate an attitude and appearance of pleasantness, caring, cooperation, and commitment, and avoid idleness and lounging i. Remember Showtime and monitory your voice tone ii. Do not offer excuses or say “no” 3. Answer phone within 3 ring, emails and vmails within 24 hours a. Observe the following service request Handling Procedure i. Cordial standard greeting ii. Listen carefully, don’t interrupt iii. Understand by drilling down iv. Document v. Resolve, test, verify, document vi. Close, thank them 4. Keep your commitments a. Honor your time estimates, deadlines, and promises to follow up 5. Express appreciation and say “Thank You” 6. Smile; be happy, welcoming, cordial, and eager to help ---PAGE BREAK--- a. Involve a supervisor if a customer becomes offensive or antagonistic 7. Replace “I don’t know” with “I will find out” 8. Follow Up a. Verify your work b. Document your work 9. Lame to blame – Never pass blame or accuse, Lift a coworker a. Focus on and fix the problem not the person b. Positive reinforcement leads to improvement, negative reinforcement to resentment 10. Esteem your co-workers as you do your customers a. A work environment and atmosphere of kindness, niceness, and respect free from criticism, insult, and sarcasm shall prevail IT1-5 Enforcement: Any employee found to have violated this policy may be subject to disciplinary action up to and including termination of employment.