our service commitment…produced our service commitment. our service commitment provides guidance...

OUR SERVICE COMMITMENT

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Message from the College Director .........................3

Our commitment .....................................................4

Our product ..............................................................5

Our service objectives ..............................................6

Our service guidelines ..............................................7

• Face to face interactions .......................................7

• Telephone interactions ..........................................8

• Written correspondence .......................................9

• Online communication ........................................10

• Meetings ............................................................. 11

Complaints ............................................................. 12

Our accountability .................................................. 13

Eynesbury’s Service Commitment ......................... 14

Table of contents

Our Service Commitment 2CONTENTS

Message from the Eynesbury College DirectorEynesbury prides itself on providing service of the highest quality to students. As a valued member of our staff it is important that we are all committed to assisting our students to achieve their personal goals and realise their full potential. In doing so, it is equally important that our students feel that they are valued and respected at all times during their Eynesbury experience in what is a highly competitive environment. Accordingly, to assist staff in understanding Eynesbury’s service-focussed culture we have produced Our Service Commitment.

Our Service Commitment provides guidance to our staff in their daily interactions with students, parents, agents and university partners. Each stakeholder is crucial to Eynesbury’s ongoing success. In addition, this booklet documents how we provide high quality service in our interactions whether they are face-to-face, on the telephone or in writing, by letter or email. I hope that you find this document useful in your induction to Eynesbury’s commitment to SERVICE (Satisfaction, Empathy, Respect, Values, Innovation, Commitment, Enthusiasm) and would be pleased to receive any suggestions you may have for further improvement going forward.

Peter MillenCollege Director, Eynesbury


As Eynesbury Staff we will:• welcomeallstakeholders

• activelylisten

• bereceptiveandresponsiveinallinteractions

• provideasafeandsupportiveenvironmentthatchallengesandempowersourstudents

• recognise,celebrateandsupportthediversityofourstudentsandstaffatEynesbury

• nottoleratediscriminationandharassment

• addressproblemsandcomplaintsinaccordancewithourpoliciesandprocedures

• respectourstudents’righttoconfidentialityandprivacy

• providestudentswithaccesstosupportservicesatEynesburyincludingcounsellingservices,learningassistance,careerguidance,accommodationinformationandanenhancedstudentexperience

• provideinformationaboutarangeofrelevantexternalservices,includingpublictransport,theDepartmentofImmigrationandBorderProtection,OverseasStudentHealthCoverandtheAustralianTaxationOffice

• beservice-focusedandprovideoptimumservice

• marketEynesburyanditsprogramswithintegrity,accuracyandprofessionalism

• ensurethatallacademic,financialandotherstudentrecordsremainconfidential.

Our commitment


Eynesbury is committed to providing:• world-classaccreditedpathwayprogramstouniversity

• highqualityacademicoutcomestoourstudentsandpartners

• skilledandexperiencedteachersandstaffwhocareandhaveourstudents’bestinterestsatheart

• staffwhoarerigorousintheircommitmenttoqualityeducation

• wellmaintainedfacilitiesandlearningareas

• asafestudyandworkenvironment

• abalanced,enjoyablestudentexperience.

Our product


We aim to achieve:• strongrelationshipswithourstudents,lecturers,teachers,

fellowstaffandpartneruniversitiesbasedontrust,honesty,mutualrespectandapassionforeducation

• aculturewherestudentsareprovidedwithoptimumserviceatalltimes.

To achieve this we need to:• nurturea‘wecareaboutourstudents’attitudeamongst

professionalandsupportstaff,teachersandlecturers

• supportopportunitiesforcooperationandteamworkacrossallcampuses

• reinforceanddeveloptheskillsofallourstaffinlistening,communicationandpersonalinteraction

• receivesupportandencouragementfrommanagementabouttheimportanceofmeetingandachievingourcommitmentguidelines

• monitorandmeasureimplementationofOurServiceCommitment

• allocatetimeandinvestmenttothedevelopmentofrelationshipswithallstakeholders

• continuetoinvest,supportandencouragetheprovisionofoutstandingservice.

Our service objectives


Face to face interactionsWe will demonstrate commitment to service by:

• beingdressedinaprofessionalmanner

• welcomingandacknowledgingvisitors,studentsandstaffandbyenquiringhowwecanassist(asmileisalanguageeverybodyunderstands)

• speakingclearlyandadjustingpaceandvolumeofvoicetosuittheaudience

• beingrespectfulandpatientinunderstandingqueriesandusinglanguagethatisclearandeasilyunderstood

• demonstratingculturalawarenessandanunderstandingthatmanyofourstudentsareundertheageof18

• checkingpreferrednameswithstudentsand,whenappropriate,askinghowtopronouncenamescorrectly

• allowingsufficienttimeforstudentmeetingsandinterviews

• ensuringthatStudentServicesUnitstaffareavailabletocovervisitorandstudentenquiriesatreception

• followingupandkeepingstudents/visitorsinformedofdelaysandhowlongtheymayneedtowait(“Shouldn’tbetoolongnow”)

• beingconsciousofsurroundingswhendiscussingconfidentialinformation.Iftherearesensitiveissuestobediscussed,findinganunoccupiedofficeormeetingroomtotalk.

Our service guidelines


Telephone interactionsWe will demonstrate our commitment to service by:

• neverignoringaringingphone.Attemptingtoanswerallcallswithinthreerings.Ifdealingwithastudentwhenansweringthephone,excusingyourselfwhileansweringandplacingcalleronholdortransferringthemthroughtotheappropriatedepartmentasquicklyaspossible

• divertingphoneswhenonleaveoroutoftheofficeorleavinganappropriatevacationmessage

• whenansweringthephone,identifyingthenameoftheorganisationthecallerhascontactedfollowedbynamee.g.Goodmorning,EynesburyCollege,thisisJane,howmayIhelpyou?

• whentransferringcalls,introducingthecallerandprovidingrelevantdetailspriortotransferring

• ensuringthatcallersaredirectedthroughtothecorrectdepartment/person.Wherethereisno-oneavailable,takingamessageandsendinganemailtotheintendedrecipienttoletthemknowtheyneedtoreturnthecall

• respondingtomessages/answeringphonemessagesassoonaspossible,ideallywithintwohoursoratleastonthesamebusinessday

• ensuringalldepartmentsareadequatelystaffedduringbusinesshoursandavailabletoassistwithenquirieswhenrequired.


Written correspondence

We will demonstrate our commitment to service by:

• respondingoracknowledgingreceiptofemailmessageswithinonebusinessday.Wherethisisnotpossibleduetocurrentcircumstances,byusingan‘outofoffice’communication

• providinginformationwhichindicateswhenaresponsecanbeexpected,orprovidinganalternativecontactifunabletorespondtothequery

• respectingstudentconfidentialityincorrespondenceandpublisheddocuments

• usingclear,simpleandconciselanguagegiventhatEnglishisnotthefirstlanguageofmanyofourkeystakeholders

• showingcourtesyinthechoiceoflanguageandpunctuationinemails(avoidingexcessiveuseofcapitals,exclamationandquestionmarkswhichmaybeperceivedasrude,shoutingetc)

• recordingallrelevantverbal/phone/electroniccommunicationinappropriatefilesorprograms,e.g.e-folderMAZE/Navigate

• usingstandardorganizationaltemplateswhereavailable

• includinganappropriatecontactname,address,telephonenumberandemailaddressforfuturecorrespondence

• includinganemailsignatureatthefootofallexternalemailcorrespondence.


Online communication Wedemonstrateourcommitmenttoserviceby:

• offeringimmediateaccesstoinformationbyprovidingacomprehensiveonlineservicethroughourwebsite,portaletc

• respondingoracknowledgingreceiptofonlinecorrespondenceonthesamedayorwithin24hours

• ensuringallonlinecontentiscurrent,accurate,informative,timelyandrelevant

• ensuringourwebsiteandportalareaccessible,up-to-date,userfriendlyandcompliantwithlegislativerequirementsandorganisationstyleguidelines

• usingclear,simpleandconciselanguage

• offeringfeedbackoptions

• includingcontactdetailssuchasaddress,telephonenumberandemailaddressforrespectivearea/division.


Meetings Wedemonstrateourcommitmenttoserviceby:

• beingpunctualandprovidingadvancenoticeofattendance,proxiesorlateness

• ensuringagendaitemsaredisseminatedpriortomeetings,room/venuebookingsareconfirmedandattendeesareinformedwithareasonabletimeframe

• turningmobilephonesoffortosilentbeforemeetingscommence

• arrivingpreparedforallmeetings

• representingEynesburyinaprofessionalmanner

• takingresponsibilitytoensuretheroomisleftinitsoriginalstate,andtidyafterthemeeting

• ensuringmeetingminutesaredistributedwithin3-5businessdays.


Wewilldemonstrateourcommitmenttoresolvingcomplaintsandgrievancesby:

• providinginformationonhowtosubmitaformalgrievance

• treatinggrievancesseriously,confidentiallyandinaprofessionalmanner

• documentingallwrittenandverbalcontact

• listeningtogrievancesandgatheringrelevantinformation

• providingadditionalassistancetoensuregrievancesareresolved

• changingpoliciesand/orproceduresarisingfromgrievancesthatareupheld.

Complaints


As Eynesbury staff we are responsible for:• reviewing,acceptingandimplementingtheserviceguidelinesinthisplan

• demonstratingapersonalcommitmenttoprovidingexcellentservicetoallstudents,staffandvisitorstoEynesbury

• beingarolemodelforothers.

Eynesbury’s senior management team will: • ensureallemployeesreceiveacopyofOurServiceCommitmentduringinduction

• ensureallemployeesunderstandandimplementtheServiceCommitment

• ensureallemployeesreceivetrainingandsupport

• provideformalandinformalfeedbacktoemployeesregardingtheirservice

• shareinternalandexternalfeedbackresultswithappropriatestakeholders

• monitorfeedbackandensurethatserviceguidelinesarebeingimplemented

• demonstrateleadershipinitscommitmenttoprovidingexcellentservice.

Our accountability


S.E.R.V.I.C.E

EYNE151026-1503_0316_AW

SatisfactionProvidingsolutionsandoutcomesforallstakeholders.

Empathy Acknowledgingtheimpactofeventsandsituationsforallstakeholders.

RespectBuildingrapportandtrustwithstudentsandvisitors,celebratingculturaldiversityanddifference.

ValuesAcknowledgingthecontributionofstaffincreatinganenvironmentwhereallstudents,visitorsandstakeholdersaretreatedwithcareandrespect.

Innovation Creatinganenvironmentwhereallstaffareactivelyencouragedtodevelopinnovativeideasandsolutions.

Commitment Toprovidingqualitycustomerservice.

EnthusiasmRespondingtoallstudentandvisitorenquirieswithinterest,opennessandenergy.


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