Customer Service Quality Standards

We strive to provide excellent customer service to our UK clients as an administrative service provider at the University. UFS has included customer service as not only one of our eight values but one of our four guiding principles of our strategic plan.

Listen First was the theme of our first division wide customer service training to encourage our staff to actively listen to truly understand the ‘real question’. Our goal is to be a partner in providing solutions rather than merely be the experts in the business policy interpretation and application. UFS should be viewed as a valuable resource throughout the University as problem-solvers and business partners.

Please forward feedback on your customer service experiences within UFS. You may nominate worthwhile UFS staff member for the Employee of the Quarter; you may reach out directly to UFS Leadership or you may user the anonymous feedback form on our website.

CARE STANDARDS

• Understanding
• Empathetic
• Respectful
• Listening
• Calm

Accurate

• Context
• Compliant
• Consistency
• Factual

Responsive

• Dependable
• Reliable
• Timely
• Responsible
• 24 hours with timeline

Effective

• Facilitate
• Follow Through
• Realistic
• Add Value
• Resolution
• Flexible