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The purpose of this manual is to introduce staff to the policies and procedures related to their jobs. Information is also provided to help staff become familiar with other aspects of Customer Service Center operations indirectly related to their work. Due to the nature of our business, information needs to be updated periodically.
Summary
When working in a customer service setting, professionalism, courtesy, and common sense are key elements in dealing effectively with customers and coworkers. You must act professionally, speak with courtesy, and use common sense with every customer with whom you have contact.
There will be situations where you will not know how to help a customer. It is OK to tell a customer, “I don’t know the answer to that question” but give every reasonable effort to get an answer or forward him/her to someone that can give an answer.
Remember to be professional and courteous and to use common sense with what you say. Never tell a customer, “No one ever tells me anything” or “They won’t let us do anything.” This presents a bad image of you and of ITaP. When you are working, you represent ITaP. You never know who you might be talking to and what kind of relationship they have with ITaP, so always keep professionalism, courtesy and common sense in mind (smiling isn’t a bad idea either).