PROFound Customer Service

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PROFound Customer Service

PROFound Customer Service Statement

Rowan University faculty and staff strive to provide personal, professional, and efficient service during every interaction. Whether we are assisting prospective or current students, parents, family members, colleagues, staff or faculty, our standards define the quality of service we are committed to delivering. Here at Rowan, we aim to Be PROFound.

PROFound Service Standards

Personal
We will create a personalized experience to make customers feel welcome.
  • Greet/ acknowledge customers within seconds
  • Introduce ourselves and address customers by name
  • Smile
  • Maintain eye contact and a friendly demeanor
  • Conclude each interaction on a positive note
Attentive

We will engage in responsive, attentive, and clear communication.

  • Be ready to serve the customer at all times
  • Listen and respond
  • Ask questions and explain
  • Use easy to understand language and clarify next steps
  • Exchange contact information and follow up as needed
Quality

We will deliver quality service and efficient resolutions.

  • Make it our goal to exceed expectations
  • Be knowledgeable; collaborate with other departments when needed
  • Ensure staff are available to assist in a timely manner
  • Create solutions and offer alternatives when applicable
  • Address concerns and provide appropriate resources
Professional

We will provide professional and respectful service to every customer.

  • Assume a professional appearance
  • Respect each customer
  • Be mindful of body language and tone of voice
  • Help customers where they are (not where they “should” be)
  • Manage our emotions in all situations
Ethical

We will foster positive relationships while embracing ethical standards.

  • Express empathy for our customer
  • Be patient, fair, and consistent
  • Embrace diversity
  • Follow University policies and procedures
  • Respect privacy and use discretion