Most of us are familiar with the best-seller, Life's Little Instruction Book or have seen some list of axioms that give advice on living. It's interesting that advice on good living also applies to good customer service. For instance:
- Give people more than they expect and do it cheerfully.
- When you say "I'm sorry," look the person in the eye.
- When you lose, don't lose the lesson.
- Remember the three Rs: Respect for self; respect for others; responsibility for actions.
- Talk slowly, but think fast.
- Smile when picking up the telephone. The caller will hear it in your voice.
- When you realize you've made a mistake, admit it, then correct it.
- Open your arms to change, but don't let go of your values.
- Live a good and honorable life.
- Remember that silence is sometimes the best answer.
- Never interrupt when you are being flattered.
- Learn the rules, then break some.
- Read between the lines.
- Remember that your character is your destiny.
These suggestions, observations, and reminders are positive messages that serve us well in most aspects of life...including in how we provide services to the university community.