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