HR Service Center Customer Care Standards

Our Commitment to Customer Care

The HR Service Center has developed five customer care standards that unify and align how all teams engage with and support their customers.ÌýÌý

Developing the StandardsÌý

These shared standards were derived from the 13 Community Standards as outlined in the Buff Way - a training designed and developed as a North Star for demonstrating a culture of care on campus - especially toward students and families. These standards, along with our shared HR purpose, vision, and core values, inspired the five customer care standards adopted by the HRSC.Ìý

Our standards include:Ìý

  1. Responsiveness: This means being timely and proactive, even during busy times. We are committed to keeping our customers updated and informed at regular and predictable intervals.

    • What you can expect: You will receive a response to your submitted case within 3 business days of submission.Ìý

  2. Accountability: This means owning our work, following through on our commitments, and learning from feedback.Ìý
    • What you can expect: For cases pending unit response or missing information, we will check in every 3 business days to keep the work moving forward.Ìý

    • If we are blocked from moving forward or if a case is incomplete, we will let you know so the next steps and timeframes are clear, and we can move swiftly to resolution together.

  3. Professionalism: This means we represent HR with respect, consistency, and reliability. We build trust through competence and courtesy.
    • What you can expect: We will complete your transactions based on the information provided. If we have questions, we will reach out to you.Ìý
    • If you have a question we cannot answer, we will give you as much information as we can and will direct you to the right source.Ìý

    • We will always treat you with kindness and respect.Ìý

  4. Clarity: This means we provide accurate, clear, and consistent information. We will be clear on timelines, roles, and expectations, so we are on the same page as our customers.Ìý

    • What you can expect: ÌýWe will clearly communicate deadlines and expectations, so we stay on the same page and achieve our shared goal of transactional excellence and serving the employees of ÎÞÂëÊÓƵ.

  5. Partnership: This means we collaborate across HR teams and with our campus partners, and we are committed to solving problems and creating a seamless HR experience for our customers.Ìý

    • What you can expect: We will proactively engage with our supported departments, ensuring we understand your needs and address any questions or concerns before they become issues.Ìý

We look forward to serving our customers and campus partners, ensuring a 5-star experience no matter which HRSC team they work with.ÌýÌý

You can let us know how we are doing through our bi-annual HRSC customer survey, which goes out twice a year. We appreciate your feedback and are grateful to be the trusted HR transaction partner for ÎÞÂëÊÓƵ.Ìý