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Loyola University Chicago

Maroon & Gold Standards of Excellence

Five Standards

The Maroon and Gold Standards of Excellence is more than a customer service training program. The Maroon and Gold program introduces a new standard for delivering customer service to all Loyola customers, whether they are students, parents, employees or members of the community.

THE FIVE STANDARDS

GREET

Make Clients Feel Welcome

·         Use eye contact, a smile, or a hand gesture to make clients feel welcome

·         Acknowledge the person in front of you within two to three seconds (even if you are busy)

ASSIST

Effectively

·         Actively listen to identify the issue

·         Offer an empathy statement that expresses your understanding 

ADDRESS CONCERNS

To the Best of Our Ability

·         Prepare for all possible outcomes, including angry and frustrate customers

·         Manage your own emotions and don't take service interactions personally

CREATE SOLUTIONS

Positively and Productively

·         Know when to refer, provide additional resources, and facilitate the process

·         Create a relaxed atmosphere and actively listen to the client 

EXCEED EXPECTATIONS

The End Goal of Every Encounter

·         Follow up on your commitments to the customer

·         Follow the appropriate departmental procedures



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