P.A.C.T.  –  The Standard for Student Service

P: Prompt and Patient service

  • PROMPT
    • Students expect and deserve to be waited on as quickly as possible as a standard for student service.
    • This principle is true for both in-person office visits and those who are calling via telephone.
    • In person: If you cannot serve a customer right away – smile and say, “Hello, welcome – I’ll be with you as soon as possible.”
    • Via telephone: “Thank you for calling – please hold – I’ll be with you momentarily.”
    • Students should know that their issues are important and are being addressed.
  • PATIENT
    • Allow the student to attempt to explain what he/she wants or needs.  Listen first; talk second!
    • Stay friendly, composed, tolerant, and calm. The Standard for Student Service.
    • Remember: you may have often explained a concept or policy, but the student is hearing it for the FIRST time.

A: Accessibility & Accuracy

  • ACCESSIBILITY
    • Let students know how to reach you – in person, via telephone, via email or via fax.  Put each staff member’s name, photo and function on your website.
    • Let students know the hours you are or are not accessible (business hours, office hours, vacation messages, etc.).
    • Commit to being available when you say you will be.
  • ACCURACY
    • Actively listen to issues and concerns.
    • Repeat back as necessary to ensure understanding.
    • Give factually and contextually correct answers.
    • Refer students to experts as necessary (financial aid, academic advising, etc.).  However, don’t send them on a merry-go-chase all over campus!
    • Perform your work with great attention to detail, precision and pride knowing you have helped your primary customer – the student!!

C: Compassionate and Courteous treatment

  • COMPASSIONATE
    • Compassion, simply put, is empathy for others.
    • How would you feel if you were in the student’s situation?
    • How would you like to be communicated to if you were the student?
    • What outcome would you like to see if you were the student?
    • Sometimes we must deliver bad news – do so in a caring, kind, and sensitive manner.  Be able to explain why the policy and your response might not be a “yes”.
  • COURTEOUS
    • We must be polite and considerate – even to those who are impolite or otherwise difficult.
    • Treat each individual with more respect and concern than you expect in return.
    • Interact with students employing a positive attitude, speak with a smile, show concern, and readily accept people as they are.
    • Body language makes up 50-70% of all communication – facial expressions, eye contact, and tone of voice are crucial to communicating the right message.

T: Trustworthy and Thorough/Timely follow-through

  • TRUSTWORTHY
    • We should demonstrate that we can be relied on to be honest, truthful, principled, and exhibit a high level of integrity
  • THOROUGH/TIMELY FOLLOW THROUGH
    • Sometimes there is no need for follow-through – the issue is addressed and solved on the spot.  Other times, we need to seek help and/or gather more information.
    • There must be commitment to follow up on these issues and ensure proper resolution in a timely manner.
    • Go the extra mile – be caring and persistent in your attempt to achieve resolution.