{"id":8383,"date":"2021-08-19T14:55:34","date_gmt":"2021-08-19T14:55:34","guid":{"rendered":"https:\/\/www.glos.ac.uk\/information\/?post_type=ht_kb&#038;p=8383"},"modified":"2024-02-13T15:29:04","modified_gmt":"2024-02-13T15:29:04","slug":"customer-service-charter-2021-22","status":"publish","type":"ht_kb","link":"https:\/\/www.glos.ac.uk\/information\/knowledge-base\/customer-service-charter-2021-22\/","title":{"rendered":"Customer Service Charter 2021\/22"},"content":{"rendered":"\n<h2 class=\"heading wp-block-heading\">Introduction<\/h2>\n\n\n\n<p>One of the University\u2019s core values is \u2018Service\u2019, as such it has been agreed that the institution should develop a set of customer service standards that our students can expect to receive.<\/p>\n\n\n\n<p>This Customer Service Charter sets out the standards of service you can expect from the University.<\/p>\n\n\n\n<p>The Customer Service Standards are centred on five core themes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Excellent Delivery and Service<\/li>\n\n\n\n<li class=\"\">Communications<\/li>\n\n\n\n<li class=\"\">Accessibility of Information<\/li>\n\n\n\n<li class=\"\">Values<\/li>\n\n\n\n<li class=\"\">Encouraging Feedback<\/li>\n<\/ul>\n\n\n\n<h2 class=\"heading wp-block-heading\">1. Excellent delivery and service<\/h2>\n\n\n\n<p>We will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Treat you with respect, courtesy, empathy and fairness<\/li>\n\n\n\n<li class=\"\">Provide accurate information, advice and guidance, as appropriate, from our staff<\/li>\n\n\n\n<li class=\"\">Expect our staff members to be motivated, friendly, professional and knowledgeable<\/li>\n\n\n\n<li class=\"\">Clearly publicise the opening hours of our range of on-campus services, and detail how you can access our virtual support<\/li>\n\n\n\n<li class=\"\">We will seek to answer your query in full, or refer to another member of staff if more appropriate to resolving your query. We will always track your query, and work to ensure that it is resolved.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"heading wp-block-heading\">2. Communications<\/h2>\n\n\n\n<p>We will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Respond to any e-mail or voicemail within 48 hours (two working days)<\/li>\n\n\n\n<li class=\"\">Ensure that all student-facing staff have an up-to-date voicemail that you can leave a message with should they be unable to take your call<\/li>\n\n\n\n<li class=\"\">Ensure that all staff to have an active \u2018out of office\u2019 reply issued should you send an e-mail when they are away from the University<\/li>\n\n\n\n<li class=\"\">Ensure that all correspondence from the University is personalised so that you know who it is from with appropriate contact information<\/li>\n\n\n\n<li class=\"\">Ensure that all communications linked to formal University procedures are adhered to within the established timescales of those procedures<\/li>\n<\/ul>\n\n\n\n<h2 class=\"heading wp-block-heading\">3. Accessibility of information<\/h2>\n\n\n\n<p>We will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Provide on-line information that is clear, available and up-to-date (including full information on fees and costs)<\/li>\n\n\n\n<li class=\"\">Ensure that each professional support department has a full FAQs page within their web-pages on the University website and\/ or MyGlos<\/li>\n\n\n\n<li class=\"\">Ensure that each professional support department provides a key contact list of appropriate staff within their web-pages on the University website and\/ or MyGlos<\/li>\n\n\n\n<li class=\"\">Make our information available through a range of media<\/li>\n<\/ul>\n\n\n\n<h2 class=\"heading wp-block-heading\">4. Values<\/h2>\n\n\n\n<p>We will: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Ensure that the University is welcoming both in its environment and its culture<\/li>\n\n\n\n<li class=\"\">Endeavour to meet your individual needs<\/li>\n\n\n\n<li class=\"\">Provide staff members that are student-focused<\/li>\n\n\n\n<li class=\"\">Provide a solutions-focused response to any query<\/li>\n<\/ul>\n\n\n\n<h2 class=\"heading wp-block-heading\">5. Encouraging feedback<\/h2>\n\n\n\n<p>We will: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Make it easy for you to pass on your comments, compliments or suggestions about the service you receive in a simple and safe way<\/li>\n\n\n\n<li class=\"\">Respond to your feedback<\/li>\n\n\n\n<li class=\"\">Encourage your feedback so that the University can seek to improve its service levels<\/li>\n<\/ul>\n\n\n\n<h2 class=\"heading wp-block-heading\">More information<\/h2>\n\n\n\n<p>More details and a wide range of further useful University information can be found on our <a href=\"https:\/\/www.glos.ac.uk\/life\/pages\/student-charter.aspx\">Student Charter pages.<\/a><\/p>\n\n\n\n<p>We hope that you find this Customer Service Charter useful and relevant, and we would welcome your suggestions on how we could improve it. You can give such feedback either through the Students\u2019 Union or your elected student representatives, or by email: <a href=\"mailto:studentservices@glos.ac.uk\">studentservices@glos.ac.uk<\/a><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer service standards that students can expect to receive.<\/p>\n","protected":false},"author":43,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","footnotes":""},"schools":[],"campuses":[],"subject_area":[],"ht-kb-category":[5],"ht-kb-tag":[359,358,86],"class_list":["post-8383","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-governance-and-structure","ht_kb_tag-customer-service-charter","ht_kb_tag-governance-and-structure","ht_kb_tag-student-charter"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/ht-kb\/8383","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/users\/43"}],"replies":[{"embeddable":true,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/comments?post=8383"}],"version-history":[{"count":15,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/ht-kb\/8383\/revisions"}],"predecessor-version":[{"id":15727,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/ht-kb\/8383\/revisions\/15727"}],"wp:attachment":[{"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/media?parent=8383"}],"wp:term":[{"taxonomy":"schools","embeddable":true,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/schools?post=8383"},{"taxonomy":"campuses","embeddable":true,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/campuses?post=8383"},{"taxonomy":"subject_area","embeddable":true,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/subject_area?post=8383"},{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/ht-kb-category?post=8383"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/www.glos.ac.uk\/information\/wp-json\/wp\/v2\/ht-kb-tag?post=8383"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}