Memorandum 51 – Administrative Customer Service Guidelines (Academic Year)

Reviewed and Approved February 2011

Purpose

The purpose of these guidelines is to provide guidelines that will yield a uniform level of customer service throughout the University.

The Customer Service Standards below have been approved for all administrative areas and academic schools. Each Vice President/Officer is accountable for the implementation and assessment of the effectiveness of the approved University guidelines on customer service within their areas of responsibility.

  1. Norwich will have University-wide weekday business hours for all administrative offices of opening no later than 8 a.m. and closing no earlier than 4:30 p.m.
    1. If an office needs to be closed during an all staff meeting, the office needs to:
      1. Place a sign on the door reflective of the reason for being closed and time the office will re-open
      2. Change the office voicemail that is reflective of the meeting and the time the office will re-open
  2. All offices will be staffed during all posted hours (minimum of 8 a.m. to 4:30 p.m.) including during lunch hour.
  3. Main office phone systems will be set up so that during business hours phone calls are always answered by a person and not a recording.
  4. All departments will create and post a list of departmental email addresses online with a link on the Norwich website homepage.
  5. Individual office phone systems will be set-up with a “hunt” feature so that customers and fellow employees can be directed to a person rather than a recording when someone is away from his or her desk.
    1. Each VP/Officer is to develop a plan for his/her individual areas and to determine where hunt features are needed.
  6. All departments will create and implement an internal and external “standard of response” policy of 24 hours for return of phone calls.
    1. Standard policy on same day return of phone calls:
      1. Morning calls will be returned by close of business on the same day
      2. Afternoon calls will be returned by noon the following business day
  7. A University-wide template for consistent phone messages and email signatures has been created. All faculty and staff are to utilize these templates. See these templates below.
  8. All offices are to create and publish lists of frequently asked questions to assist with interdepartmental training and customer assistance.
  9. Each operational office is to determine and publish a listing of the frequently asked questions/answers relative to that office for university use.
  10. All departments are to incorporate customer service training into new faculty and staff orientation programs.

Policy

All employees are expected to comply with this policy.

Responsibility

Center for Student Success: Ext. 2658

University Voicemail Templates

There are two voicemail commands within the university phone systems: internal voicemail (inter-campus calls) and external voicemail (off campus calls). The templates below are for external voicemail only.

For complete instructions on voicemail commands and setting up your voicemail, please reference the Phone and Telecom-Instructions and Manuals documentation which can be found online at: ITS my.norwich site

In the office

In-the-office voicemail message should be a consistent voicemail message used on a daily basis for both internal and external voicemail boxes. It will include:

  • Name
  • Position
  • Office represented
  • Not currently available but leave a message for a return call
  • For immediate assistance, press “0″ or a specific phone number to speak with (specify person/office rep) alternative person
    • This action will require that each organization to review and assess who their “0″ out options goes to and that it is setup accordingly

Example

“You have reached Jane Doe, the Director of XXX at Norwich University. I am currently on the phone or away from my desk but if you could please leave me your name, phone number, and a brief message, I will be happy to return your call as soon as I can. If you need immediate assistance please press “0″ to speak with John Doe.”

Out of the office

Out-of-office voicemail message should be used when a person is out of the office for more than one-half day and set for both internal and external voicemail boxes. It will include:

  • Name
  • Position
  • Office represented
  • Currently out of the office from specified date; return on specified date and to leave a message for a return call
  • For immediate assistance, press “0″ or a specific phone number to speak with (specify person/office rep) alternative person
    • This action will require that each organization to review and assess who their “0″ out options goes to and that it is setup accordingly

Example

You have reached Jane Doe, the Director of the XXX at Norwich University. I will be out of the office on Monday, January 3rd and returning on Tuesday, January 4th. If you could please leave me your name, phone number, and a brief message, I will be happy to return your call as soon as I return to the office. If you need immediate assistance please press “0″ to speak with XXX.

Email Guidelines

  • Font: Times New Roman, 12 point, Black
  • No backgrounds (plain white only)
  • No quotes

Email Signatures

  • Name (bold)
  • Office
  • Norwich University
  • University Address
  • Phone
    • p: 802.485.xxxx
  • Optional Number
    • Cell—c: 802.485.xxxx
    • Fax—f: 802.485.xxxx
    • Office—0: 802.485.xxxx
  • www.norwich.edu
  • Last line link can be directly to site one click off of homepage (i.e. alumni.norwich.edu, graduate.norwich.edu, www.norwichathletics.com, etc).

Approved university Logo without tagline (optional)

* note: only authorized departments may use the approved athletic logo

Examples

  • John Doe
  • Director of XXX
  • Office of XXX
  • Norwich University
  • 158 Harmon Drive
  • Northfield, VT 05663
  • p: 802.485.XXXX
  • c: 802.XXX-XXXX
  • www.norwich.edu
  • Jane Doe
  • Associate XXX
  • School of Graduate and Continuing Studies
  • Norwich University
  • 158 Harmon Drive
  • Northfield, VT 05663
  • p: 802.485.XXXX
  • f: 802.485.XXXX
  • www.online.norwich.edu
  • Norwich University logo
  • Joe Doe
  • Coach of XXX
  • Athletic Department
  • Norwich University
  • 158 Harmon Drive
  • Northfield, VT 05663
  • p: 802.485.XXXX
  • www.norwichathletics.com
  • Norwich University Athletics logo

Connect with us

Norwich University
158 Harmon Drive
Northfield, VT 05663 USA
802.485.2000 | 1.800.468.6679
Copyright © 2014 Norwich University - all rights reserved