Establishing Goals and Expectations – An Example

As a top priority of our school/office, all customers will be given prompt, friendly, accurate, and caring service. This will be accomplished by implementing actions such as: acknowledging customers verbally or non-verbally as soon as they enter the office; having resources available for customers that will help to explain and address questions and concerns; effectively addressing demanding customers; diffusing rather than escalating potentially negative situations with customers, etc. Success in this area will be measured by positive feedback indicated on front counter surveys and received from customer feedback, as well as positive actions observed by supervisor.