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.
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).
I certify that I have read the ITaP Customer Service Center Policies & Procedures manual. Any questions concerning these policies have been discussed with leadership. My signature also certifies my understanding of and agreement with the above policies. I understand I am responsible for monitoring all changes made to these policies.
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