quality. service. excellence

Resources :: Guidelines

General Etiquette

Be knowledgeable of your duties and of your department's services.
Be aware of the diversity of functions in the ITU.
Listen to what the customer is saying. Don't try to guess what the need is or make a judgment before the customer has finished their sentence.
Refer to the customer by name once known.
Strive for accuracy in the information you give, above expediency.
Avoid using technical jargon when speaking to a customer.
Emphasize what you can do for your customer.
Practice patience. If a customer asks you a question that you have answered 100 times today, don't show exasperation and then give the answer reluctantly. Remember, this is the first time THIS customer has asked you the question.
Every customer should have a positive experience regardless of the type of interaction.

Maintain approachability by being aware of your enviroment and how your customers view you.
- Stop what you are doing and give him or her your undivided attention.
- Acknowledge and greet people with a positive and helpful demeanor. This inludes acknowledging new customers while you are assisting someone else, assuring them you have noticed them and will help as soon as you able.
Departments need to establish if a telephone call has priority over a walk-in. And if so, the customer needs to be made aware by placing the call on hold and telling the walk-in customer that you'll be with them as soon as you have finished your call or vice versa.
Establish and maintain eye contact.
Dress appropriately for your job within the guidelines of your department.
Try to get to know the name of the regular customer and greet them by name each time. Wear your ITU name tag; it will help them get to know you.
Follow up on your promises.
- Always follow up with a customer by the time you promised — even if it's to say that you don't yet have the information they wanted and you'll get back to him or her later.

Answering the Phone

Answer the phone promptly.
Greet the caller by identifiying the department (and yourself, if appropriate), e.g. "Good afternoon, this is the Center Circulation desk."
"How may I help you?" It tells your customer that you are ready to help.
When using a multi-line phone and both lines ring, ask the first customer if you may place the call on hold for a very short time, and wait for the customer's reply. Then answer the second line and offer the caller the option of waiting on hold until you finish the first call or giving you their number so that you can return the call as soon as you finish with the first call.
Don't respond to a request to speak to someone with only, "I'm sorry he's not here." Offer to take a message or have someone else help them.
When writing a message for a co-worker, get the caller's full name, number, time of call, a brief message, and identify yourself as the person who took the message.

Placing a Call on Hold

Explain why you need to place the caller on hold and when you expect to be back on the line.
If the wait will be more than a few minutes, offer to call the person back. Repeat the numbers the caller gives you to assure them that you have it right.

Transferring a Call

Always tell the caller where you are transferring them and why.
Always give the caller the number of the department to which you are transferring them.
Stay on the line until the department/person answers, identify yourself and department and that you are transferring the call to them. If voice mail picks up, return to the caller and give them the option of calling back at another time or of being transferred to voice mail.

Returning Calls

If you need to return a call, give the person your name and a time when you expect to make the return call.
Keep customers informed of the status, even if a solution is not immediate.

Record a personal greeting. Your personal greeting should state exactly what is happening. E.g. "Hi, this is Mary Caring, Manager of Customer Service. I'm in the office today but away from my desk and unable to take your call at this time. Please leave a message at the sound of the tone and I will return your call at my earliest convenience."
Use the Extended Absence greeting when you are unable to respond to voice mail for more than four hours. "Hi, this is Mary Caring, Manager of Customer Service. I am in the office today but in meetings. Please leave a message at the sound of the tone and I will return your call at my earliest convenience. If this is an emergency, please hang up and call the ITU Support Center at extension 3.8870." Respond to all messages promptly. It gives you credibility.
All departments should have a policy for responding to messages left on department lines.
When leaving a voice mail message always speak slowly, giving your name, number, and brief description of your request.

Understand your department guidelines for checking e-mail. Respond promptly to e-mail even if only to acknowledge receipt of the message while you work on the request.
If you are unable to respond to e-mail for more than one day, use the vacation message option. Be specific in your message as to when you will be able to respond and give alternate contacts for emergency.
Always use the subject line.
- Make sure the subject is brief and descriptive.
- Edit the subject line in your reply when the subject line becomes cluttered with "Re" statements.
Keep messages and responses simple.
Where an e-mail signature is required, use a standard signature that includes your name, title, department, and phone number. For external correspondence, consider adding a mailing address and fax number.

Questions? Please contact Customer Service