{"id":37,"date":"2022-09-27T14:22:56","date_gmt":"2022-09-27T18:22:56","guid":{"rendered":"https:\/\/www.cavehill.uwi.edu\/cetl\/customer-service-standards\/"},"modified":"2026-02-22T14:37:04","modified_gmt":"2026-02-22T18:37:04","slug":"customer-service-standards","status":"publish","type":"page","link":"https:\/\/www.cavehill.uwi.edu\/cetl\/about\/customer-service-standards\/","title":{"rendered":"Customer Service Standards"},"content":{"rendered":"<section id=\"contentpage-div\">\n<div class=\"page-wrapper\">\n<div class=\"row\">\n<div id=\"main-content\" class=\"pagecontent bodytext\">\n<div class=\"lc-block\">\n<div editable=\"rich\">\n<h1 class=\"page-header\">Customer Service Standards<\/h1>\n<\/p><\/div>\n<\/p><\/div>\n<p>&nbsp;<\/p>\n<table align=\"left\" border=\"1\" cellpadding=\"0\" cellspacing=\"0\" class=\"table table-striped\">\n<tbody>\n<tr>\n<td>&nbsp;<br \/>\n\t\t\t\t\t\t\t\t<strong>ATTENTIVENESS<\/strong>\n\t\t\t\t\t\t\t<\/td>\n<td>The CETL will provide a productive, safe, appealing physical or virtual space for the conduct of CETL faculty development and support services. We will:<br \/>\n\t\t\t\t\t\t\t\t&nbsp;<\/p>\n<div class=\"lc-block\" editable=\"rich\">\n<ul>\n<li>Ensure that external signage on the CETL facilities is prominently fixed (main office door, training lab).<\/li>\n<li>Provide COVID-19 instructions and signage clearly and prominently<\/li>\n<li>Display contact information, out of office signs, office visit instructions, as necessary<\/li>\n<li>Ensure that training materials are free of error and are of highest quality<\/li>\n<\/ul><\/div>\n<\/td>\n<\/tr>\n<tr>\n<td>&nbsp;<br \/>\n\t\t\t\t\t\t\t\t<strong>EFFICIENCY<\/strong>\n\t\t\t\t\t\t\t<\/td>\n<td>The CETL will make faculty development needs a priority. We will:<br \/>\n\t\t\t\t\t\t\t\t&nbsp;<\/p>\n<div class=\"lc-block\" editable=\"rich\">\n<ul>\n<li>Provide multiple means of accessing CETL staff by telephone, email, and\/or Microsoft Teams ensuring that status accurately reflects availability or non-availability<\/li>\n<li>Acknowledge receipt of inquiry within 2 business days and indicate to customers an approximate time frame in which we will be able to address their requests<\/li>\n<li>Maintain contact with the customer to provide updates as necessary by establishing prompts as reminders of such requests<\/li>\n<\/ul><\/div>\n<\/td>\n<\/tr>\n<tr>\n<td>&nbsp;<br \/>\n\t\t\t\t\t\t\t\t&nbsp;<br \/>\n\t\t\t\t\t\t\t\t<strong>COURTESY<\/strong>\n\t\t\t\t\t\t\t<\/td>\n<td>&nbsp;<br \/>\n\t\t\t\t\t\t\t\tThe CETL will respond to requests within a reasonable time through diverse channels of communication. We will:<br \/>\n\t\t\t\t\t\t\t\t&nbsp;<\/p>\n<div class=\"lc-block\" editable=\"rich\">\n<ul>\n<li>Respond to customers using the channel that they used for contacting us, or agree on a channel(s) that may be suitable based on the nature of the request<\/li>\n<li>Address customers by their titles and utilise appropriate tones<\/li>\n<li>Maintain a business conversation style that is professional and comfortable<\/li>\n<\/ul><\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/p><\/div>\n<p>\t\t<br class=\"clear\">\n\t<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Customer Service Standards &nbsp; &nbsp; ATTENTIVENESS The CETL will provide a productive, safe, appealing physical or virtual space for the conduct of CETL faculty development and support services. We will: &nbsp; Ensure that external signage on the CETL facilities is prominently fixed (main office door, training lab). Provide COVID-19 instructions and signage clearly and prominently [&hellip;]<\/p>\n","protected":false},"author":363,"featured_media":0,"parent":13,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"page-templates\/about-with-side-menu.php","meta":{"_acf_changed":false,"slim_seo":{"title":"Customer Service Standards - Centre for Excellence in Teaching and Learning - The University of the West Indies at Cave Hill","description":"Customer Service Standards &nbsp; &nbsp; ATTENTIVENESS The CETL will provide a productive, safe, appealing physical or virtual space for the conduct of CETL fac"},"iawp_total_views":0,"footnotes":""},"class_list":["post-37","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/pages\/37","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/users\/363"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/comments?post=37"}],"version-history":[{"count":3,"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/pages\/37\/revisions"}],"predecessor-version":[{"id":242,"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/pages\/37\/revisions\/242"}],"up":[{"embeddable":true,"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/pages\/13"}],"wp:attachment":[{"href":"https:\/\/www.cavehill.uwi.edu\/cetl\/wp-json\/wp\/v2\/media?parent=37"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}