About Saint Mary's

Service Excellence: Enrolment Services

Enrolment Services is the service interface between students and the University. It offers a range of services that includes registration, student accounts, financial aid and awards. It operates the Service Centre which offers a "one stop service" for most of your academic and financial needs.

This is how Enrolment Services measures Service Excellence:


  1. Consistency of decisions (e.g., admissions and scholarships)
  2. Consistent communications (with consistent branding and formatting)
  3. Accuracy
  4. Timely response, punctual
  5. Integrity, respectful , honest, available/approachable to ask questions


  1. Professionalism
  2. Integrity
  3. Respect
  4. Knowledgeable
  5. Confident
  6. Understanding –  ([being able to see the problem from the customers perspective)


  1. Patience and Listening
  2. Personable/relatable
  3. Professional and respectful
  4. Appropriate tone and body language
  5. Provide encouragement
  6. Timely resolution and follow up
  7. Considerate of process
  8. Anticipate future questions and needs
  9. Explain University terminology in an understandable manner
  10. Give extra amount of attention when necessary
  11. Make exceptions if warranted


  1. Timely response
  2. Accuracy
  3. Multi-task, prioritize
  4. Good attitude
  5. Informative


  1. Clean
  2. Professional
  3. Signage
  4. Accurate information
  5. Welcoming environment
  6. Confidentiality

Senior Manager(s)/Department

  • Paul Dixon