SASC Customer Bill of Rights and Customer Service Principles

Customer's Bill of Rights

As a valued customer, I expect to:

• Receive courteous and respectful service all the time.
• Be the top priority and focus during the service experience.
• Find processes, rules and regulations that are customer-centered, and adhere to required laws and guidelines.
• Be offered appropriate solutions to my problem(s).
• Get value for my investment in time and money.
• Be considered as an individual with unique service needs.
• Be listened to and communicated to honestly.
• Have timely and secure access to information.
• Be served in a professional environment that is neat, bright, welcoming and safe.
• Have my privacy respected.
• Understand and be able to accomplish my part of the service process.

To become and continue to be a valued customer, I will:

• Work with the service person to make the service experience a success.
• Provide prompt, accurate, and constructive feedback when I don't receive the expected quality of service.
• Provide prompt, positive and constructive feedback when service meets or exceeds my expectations.

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GENERAL CUSTOMER SERVICE PRINCIPLES

• Our customers are students, potential students, parents and guardians, faculty, administrators, colleagues, coworkers and team members.
• Our customers see us as representatives of the University of Hartford and expect us to act as such.
• Our customers find value in the service they receive and the relationship they have with the service provider.  Good customer service includes both.
• Our customer service representatives have a positive outlook and truly enjoy working with people.  They have the energy and skill to make customers their main focus and meet or exceed their needs.
• Our customer service representatives know their business and services, and understand how their efforts affect the success of the services. 

• Customer Service Principle #1:
  Customers should be valued as people, and shown courteous and concerned attention to their needs.
• Customer Service Principle #2:
  Customers are Our Top Priority
• Customer Service Principle #3:
  Services should be Customer Centered
• Customer Service Principle #4:
  The Customer is Always the Customer
• Customer Service Principle #5:
  The Customer Deserves Value
• Customer Service Principle #6:
  Each Customer is Unique
• Customer Service Principle #7:
  Customers Deserve Honest Communication
• Customer Service Principle #8:
  Teamwork is Vital
• Customer Service Principle #9:
  The Service Environment is Important

• Customer Service Principle #10:
  The Service Process Should Make Sense