Customer Service Excellence

The following information was taken from a Job Aid in a SkillSoft course titled, Support Center Services and Work Environment, with the topic of: Great Service Attitutes.  Note that some of the information was changed and adapted to reflect Technology Services Strategic Plan, Priority 5, Culture of Services.

Public Service Attitude

Technology Services provides services to the Fresno State campus, therefore, providing great customer service falls under every employee's role and responsibility. Providing great customer service includes conveying a courteous, respectful, and helpful attitude. 

Delivering Excellent Customer Service

The goal of each customer support interaction is to provide the best possible customer service for all customers who contact Technology Services.  Creating optimum customer satisfaction is largely dependent upon all employees having an excellent customer service attitude that involves informing customers what solutions are available and how to achieve ...

Treating all customers with respect and courtesy

Courtesy and respect encourages a reciprocal reaction from customers and make it easier to provide services. This involves being polite, honest, and empathizing with customers requests. A helpful attitude affects both the customer and coworkers.

Taking ownership of the situation and seeing it through to resolution

When employees take ownership of a customer's request by providing information about the deliverables, including the nature of the proposed solutions, and the timeframe of solution and/or completion and keeping customers informed the customer feels that their concern will be taken care of ... .

Actively listening to customers

As employees use active listening skills customers will feel they are being listened to and that someone understands their concerns. Active listening skills include concentrating on the speaker's words and any underlying meaning, paraphrasing the speaker's statements or concerns, nodding to show understanding, or making eye contact.