Connecting People More Ways, More Often

Connecting People More Ways, More Often

CONNECTING PEOPLE MORE WAYS, MORE OFTEN.

Customer Service Standards

When interacting with anyone in a professional capacity, we should listen carefully, ask for clarification if necessary and try to provide complete and accurate information or find someone who can.

In Person

  1. Quickly acknowledge a person’s presence if they are waiting for you. If you will be a while, ask if you can get back to the person waiting.
  2. Move impromptu (hallway) meetings to offices or huddle areas so as not to disturb others.
  3. Maintain a professional appearance. Please see your supervisor for any specific guidelines for your position.

Via telephone

Answer calls within two rings when possible.

  1. Use our standard greeting:

STANDARD TELEPHONE GREETING for outside calls

“Skagit Publishing, [NAME], how may I help you?”
[Note: you may use either a first name or a first & last name, and your department name.]

  1. Unless someone is requested by name, understand the nature of a call before transferring it; then give callers the name and number of the person to whom they are being transferred. If you know the recipient is not in, offer to send to voicemail or take a message. (The main switchboard may send directly to voicemail.)
  2. Transfers Circulation calls to ext. 2001 and tell the callerto call 360.424.1900 if they’re disconnected or want to call back.
  3. Transfer calls for Classified to ext. 2002 and tell the caller to call 360.424.4567 if they’re disconnected or want to call back.
  4. If a caller is on hold for an extended period of time, provide periodic updates.

Voicemail

  1. Voicemail messages should have the zero-operator designated unless an exception is granted.
  2. Acknowledge voicemail messages within 24 hours on regular business days.
  3. Voicemail messages should be kept current with these standard messages:

DAILY VOICE MAIL recording

You have reached the voicemail of [NAME and DEPARTMENT]. Please leave a message including your name and number. If you need immediate assistance, press zero to be transferred to an operator.

VACATION VOICE MAIL recording

You have reached the voicemail of [NAME and DEPARTMENT]. I will be away from the office until [DATE]. Please leave a message with your name and number, and I will return your call. If you need immediate assistance press zero to be transferred to an operator.

Written Correspondence

  1. Written correspondence should always show professionalism. (No texting lingo)
  2. Respond to written letters within 5 days.
  3. Respond to e-mails that require a response within 24 hours on a regular business day.
  4. External e-mails should contain a signature block as shown below, in Lucinda Sans or similar san serif font,
    10-point or 12-point. Signature block example on Instruction Sheet (page 3).
  5. E-mail wallpaper is not permitted.
  6. Out-of-office e-mail response should be set up whenever an employee will be away for more than one business day. See Instruction Sheet (page 3).
  7. For faxes, Standard Skagit Publishing fax covers should be used. Include the name, phone number and department of the sender and the name and fax number of the receiver.

Meetings

  1. Meetings should start and end on time. They should be organized and conducted in a professional manner.
  2. Meetings should be reserved in schedule books available outside each room – include name and ext. Canceled meetings should be erased.
  3. For assistance with Community Room setup, including chairs, table and AV, please contact the Help Desk at least one week prior to the meeting.

Facilities

Skagit Publishing provides facilities, which are sanitary, operational, fully stocked and supplied, accessible and compliant with the Americans with Disabilities Act. Please keep the following in mind:

  1. Notify the Help Desk of any facility problems.
  2. Employees should keep clean and productive work areas and clean up after themselves in shared areas.
  3. The ventilation system requires that the floor be kept free from storage.
  4. Items should be kept below the top of individual work areas.
  5. Snacks may be eaten at the work area, but meals (including sandwiches and fast food) must be eaten in the lunchroom. Snacks are cold foods such as nonsticky fruit, vegetables or prepared snacks not requiring the use of utensils. Beverages are OK. Popcorn stays in the lunchroom.
  6. Avoid intrusive scents and sounds that could disturb coworkers.
  7. Refrigerators are for current shift use only. Items left, including condiments, may be thrown away.
  8. The dishwasher is for company events only.
  9. Departments may schedule celebrations or potlucks in the Community Room.
  10. Holiday decorations are provided by the company.

Instruction Sheet

Email Signature Block Instructions

Name
Title, Department
Skagit Publishing

Phone: 360.416.####

Fax: 360.424.####

skagitpublishing.com
goskagit.com
OPTIONAL:

Physical address: 1215 Anderson Road, Mount Vernon, WA 98274
Mailing address: P.O. Box 578, Mount Vernon, WA 98273

OPTIONAL: One or more Skagit Publishing brands separated by commas
(i.e., Skagit Valley Herald, Anacortes American, Courier Times,
The Argus, Goskagit.com, etc.)]

Out-of-office E-mail Response Instructions

  1. In your Web browser, go to mail.newswest.com (do not use
  2. Put your Skagit Publishing e-mail address in the user name field.
  3. Put your password in the password field (Obtain your password from Information Technology; this password is highly confidential).
  4. You will see your inbox, with a command menu along the top.
  5. Click on “vacation message and new password tool.”
  6. You will be asked for your name and password again. WARNING: do not change your password.
  7. Fill out the fields under “My Vacation Setting” and click “Save Changes” NOTE: you will be required to retype your email signature block in full.
  8. Make sure to “Log Out.”
  9. Contact IT for assistance.
  10. IMPORTANT: if you happen to reply to an e-mail in remote mode, always copy your Skagit Publishing e-mail address (otherwise you won’t have a copy of your reply message in Outlook inbox on your work computer); it’s a good idea to have all your e-mails documented.

Skagit PublishingCustomer Service Standards
Page 1 of 3/1/2010

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