Workshop : Customer Communication Service Levels

Policy

Order of priority and level of service in communications with customers:

• First priority: visitors to the Workshop
• Second priority: telephone calls
• Third priority: email messages
• Fourth priority: written memos, circulars and files
   

Procedures

1. A person visiting the workshop on University business by appointment should be dealt with as expeditiously as possible. The appointment should commence on time.
2. Visitors without an appointment but on University business should be given the courtesy of being dealt with before answering telephones, email etc.
3. Telephone calls should be returned within the working day.
4. Email messages should be replied to within 24 hours.
5. Written memos, files and circulars that require a response or progress report should be dealt with within the working week.