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 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.

Staff Suggestions Are Welcome

Your input is extremely valuable. We want to encourage individual initiative and the exchange of ideas and we want staff to present suggestions for the improvement of operations, constructive ideas that might help solve a problem to improve operations or procedures or make the Customer Service Center a better place to work. Criticism can mean a learning experience for us. Examples of suggestions include but are not limited to:

Increased efficiency in job functions or activities.
Improvements in the quality of customer service.
Methods for reduction of waste.
More efficient uses of space.
Methods of making work areas safer, cleaner or more comfortable.
Improvements in Customer Service Center policies.
Methods to more efficiently and effectively train Representatives.

Staff should forward any suggestions to cscleadership@purdue.edu.

Purpose of This Manual

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).

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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Printed Name

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Signature Date

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