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Managing Your Career: For All Employees
Customer Service

‹ Cooperation | Integrity ›

Customer Service: Listens to internal and external customers and actively works to meet their expectations and needs. Responds to customers in a timely manner. Demonstrates respect for all individuals regardless of background, culture or organizational level.

Customer Service is a set of standards that guides each employee to make certain that every customer’s interaction with UIC is productive and positive. Your customers may be students, members of the public, or fellow employees. The minimum customer service skills expected of new employees are displayed through the demonstration of respect for all customers, assisting customers in a timely manner, the ability to answer customer questions or provide access to an appropriate resource, and addressing customers politely and professionally.

UIC employees should continue to develop customer service skills to identify customer needs, mentor other employees to increase their customer service skills, and identify opportunities for employee training to improve customer skills.

Examples of Customer Service in Practice

Beginner
Demonstrates fairness and respect for all employees, regardless of culture, race, age, religion, gender, sexual orientation, or disability
Assists customers with their needs in a timely manner
Answers questions to customers’ satisfaction or identifies appropriate resource to help address concerns presented
Addresses customer requests in a professional and polite manner
Intermediate
Identifies, analyzes, and communicates internal and external customer needs
Provides employees with guidelines for interacting with customers
Tracks customer satisfaction and seeks to improve customer experience
Identifies opportunities for employee training to improve customer service
Advanced
Anticipates customer needs and develops long-term plans demonstrating a customer-centric approach

Resources

Instructor Led Courses
Customer Service Fundamentals
Recorded Courses
Working at UIC 101 Employee Performance Review (EPR)
SkillSoft Courses
Excellence in Internal Customer Service Offering excellent customer service has never been so important. External customers receive a much higher quality service in the long run when an organization provides its “internal” customers with better service, and has the added benefit of motivating your employees, meeting their needs, and promoting a satisfying environment to work within.
Bridge The Expectations Gap Thinking and acting like a customer is key to finding out if dealing with your company is a delight or a disappointment. This course lists common causes of expectation gaps, teaches how to examine the cycle of service and map your service process to see where the process can be improvements can be made. The final lesson shows how to prioritize changes and select the most appropriate method for the task.
Overcoming Internal Customer Service Problems Managing relationships with your internal customers isn’t always smooth sailing. In this course, you’ll learn the art of sustaining excellent service, and recovering the situation when things go wrong thourgh examining the pitfalls that can occur, and following a set of useful techniques and guidelines increase your chances of sustaining customer service excellence.
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