We are very proud of the client experience we offer, and work hard to ensure that client satisfaction is always our first priority. This is why we developed our Client Service Standard:

Definitions
External Clients:   Those who purchase a product or service.
Internal Clients:   Anyone within the organization who at any time, is dependent on anyone else within the organization

Introduction
For each client group, there are behaviours that can add to a positive service experience. Following are some examples of service standards of behaviour that will affect (if consistently demonstrated) great client service.  These standards may have measures attached to them for performance appraisal purposes.

External Client Service Standard

• We will greet our clients in a courteous and professional manner

• We will listen effectively to our clients’ requests and promptly take the necessary actions to assist them. We will keep our clients informed of unexpected delays in service

• We will inform our client of normal process time, when they can expect completion and any delays that may arise in the process

• We will touch base with our clients to update them as to where we are in the process

• We will respond to website questions/requests within 24 hours during normal business hours

• We will respond to applicants (employee/volunteer) within 24 hours of normal process time to let them know when they can expect completion and any delays that may arise in the process

• We will finish our encounters with our clients in a courteous and professional way.

Internal Client Service Standard

• We will interact with each other in a courteous and professional manner

• We will inform our internal clients of normal process time, when they can expect completion and any delays that may arise in the process

• We will touch base with our internal clients daily, either by e-mail or phone, to update them as to where we are in the process

• We will work to resolve issues with co-workers and other departments by discussing problems directly and working toward agreed upon solutions

• We will be considerate, cooperative and helpful to every staff member to assure quality services

• We will hold ourselves and each other accountable for addressing inappropriate comments and behaviour.

Telephone Service Standard (for Internal or External Clients)

• When at our desks, we will answer the phone within two rings

• We will identify ourselves when we answer

• We will listen to the caller’s request and assist the caller accordingly

• If we cannot assist the caller, we will direct the call to the appropriate person. Before transferring the call, we will obtain the caller’s permission and provide the caller with the name and extension number of the person who will be helping the caller

• We will obtain the caller’s permission before placing the call “on hold” by asking and waiting for a response before initiating the hold function

• We will end the conversation in a courteous and professional way by thanking the caller. We will wait for the caller to hang up first

• We will notify our clients that someone is unavailable by saying, “He/She is unavailable. Is this an urgent issue or can I take a message?”

Voice Mail Service Standard (for Internal or External Clients)

• We will respond to voice mails within 24 hours during normal business hours

• We will update our voice mail greeting, advising callers when we will be out of the office for an extended period of time (1/2 day or longer), informing callers of when we will return and who they may contact with questions (if applicable).

E-mail Service Standard (for Internal or External Clients)

• We will respond to e-mails within 24 hours during normal business hours

• We will update our e-mail notification message when we will be out of the office for an extended period of time (full day or more). We will indicate our expected return date and indicate a contact person (if applicable).

General Service Standards

• We will make our goal to exceed the expectations of all of our client groups

• We will work to anticipate the needs of those we serve by proactively working to meet their needs

• We will hold ourselves and each other accountable for our service commitment

• We will be conscious of our communication style (i.e.; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner

• We will make a conscious effort to compliment co-workers when their actions comply with these standards.