About Saint Mary's

Service Excellence: Executive Offices

The Executive Offices are often the first contact point between a student or a visitor and the University. The offices handle both routine demands and unique “one of” situations that require tailor made responses. Providing timely and “accurate at the moment” response is key.

This is how the offices measure Service Excellence:

Reliability

The Executive Offices handle many routine demands of a repeat nature as well as many unique “one of” type demands, which require tailor made responses. Giving a timely and “accurate at the moment” response is key.

  1. Respond with a consistent approach to clients and their requirements:
    • Listen to the clients’ needs
    • Follow established processes, be it in interpretation and application of policies, collective agreements and/or other standard protocol – making or renegotiating deadlines
    • Communicate/negotiate appropriate expectations and timelines
    • Complete work accurately
    • Keep commitments “Saying what you will do and when you will do it…then doing it”
  2. Take a collaborative approach with those you rely on to assist the client - counting on others to follow through
    • Build and maintain good communication with other service providers
    • Build and maintain good communication with other service providers
  3. Triage “walk-ins” and others appropriately
    • Redirect with support to come back if the client needs more assistance

Assurance

  1. Be polite - politely explain process or solution
  2. Be respectful and discreet re personal and confidential matters
  3. Be accountable and competent - trained and knowledgeable whether redirecting client or providing information
  4. Display external assurance agency credentials (e.g. an accreditation certification)
  5. Be interested and listen, reiterate and clarify the request or concern:
    • In person - focus attention on client, have eye contact
    • Unhappy callers – be polite (allow to vent, do you still feel need to speak to….., accept)

Empathy

  1. Maintain an open door policy
  2. Behave and feel interested in the person, give time and effort
  3. Maintain an open door policy
    • Understand needs beyond what was articulated by the client
    • Demonstrate your understanding by reiterating what you think you heard
  4. Focus on the client, matching your body language and tone to your words
  5. Be friendly, approachable and non-judgemental

Responsiveness

  1. Be resilient - change own activities to meet current situation/needs
  2. Manage expectations and deadlines, communicating with client, responding in a timely manner
    • Keep time commitments - update the client at the time promised even if it is to advise the client no answer is available yet (giving some information is better than none)
    • Meet deadlines as agreed in Collective Agreements
    • Negotiate deadlines if required
  3. Know how to address the situation:
    • Be familiar with University policies, procedures, other departments functions, current events on campus; and share information, knowledge and experiences
  4. Be helpful but not taking ownership to solve every problem:
    • Provide clear expectations in a polite manner if someone expects an instant response or solution to a problem
  5. Build peer relationships to support quality service delivery:
    • Be helpful: take initiative, willing to help – looking after each others needs

Tangibles

  1. Wear neat and role appropriate clothing
  2. “Clean ” emails (re-read before sending)
  3. Maintain neat, clean, tidy, and organized work space, meeting and general office areas
  4. Produce accurate, well-written correspondence/reports using consistent format (adherence to University Brand Standard)
  5. First impression so important (phone, website, in person)

Senior Manager(s)/Department

  • Dr. Colin Dodds
  • Dr. David Gauthier
  • Gabrielle Morrison
  • Larry Corrigan