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