This guide is not intended to create a contract of employment, nor is it intended to serve as a substitute for ongoing communications between Representatives, Supervisors, Specialists, and Leadership. As As the Customer Service Center continues to change to meet the needs of our customers, we will change or revise the policies in this guide. Whenever possible, we will attempt to notify staff in advance of these changes.
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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.
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