Customer+Service

= Customer Service = It may sound strange at first to compare a Writing Center to a retail company, but because the Center is student-oriented, it is customer service-oriented. The same principles apply. You may have worked a retail job before, or perhaps this is your first job. Whatever your previous experience, always remember the Golden Rule.

**Customer Service Basics**
 **Friendliness**. Be polite and friendly to writers, even when you don’t feel very friendly. Everyone has bad days, but your clients should never suffer for yours.

**Understanding and empathy**. Remember that many times, going to the Writing Center is a nerve-wracking experience for writers. They don’t know what to expect, and they are sometimes very insecure about their writing. You can improve this outlook.


 * Fairness**. Treat every writer the same, no matter his/her skill level, nationality, gender, major, etc. This is //university policy.// Do what’s right for the writer.

**Control**. Let the writer have control over what he/she does with his/her paper. Remember that he/she is writing it, not you.


 * Options and alternatives**. If the writer struggles with or seems to be confused by the method you explain to him/her, try a different method. Do everything you can to insure that the writer comes away from your session having learned something. If you’re stumped, you can always ask another consultant or a supervisor.


 * Information**. The Writing Center is often a source of information about various aspects of writing, such as research methods, citation methods, writing skills, etc. You will be given resources to familiarize yourself as much as you can with these skills and methods, but also remember that your own experience is valuable information, too.

**What You Can Do**
 **Form good work habits**  **Make the first impression count**. Remember to introduce yourself, and smile!
 * Be on time
 * Maintain professionalism
 * Create a positive atmosphere

 **Take the initiative**. Don’t wait for the receptionist to come back and ask if anyone wants to take a walk-in appointment; go up to the desk and see if there are any walk-ins waiting. If you see something that bothers you or that isn’t working within the Center, speak up. Talk to a supervisor.

**Communicate**. Your fellow consultants are your best resource. Talk to them in your off-times. Talk to your supervisors, too. Most of all, talk to your clients and find out what they need.


 * Remember that your actions affect everyone**. Your behavior reflects upon the Writing Center and upon the university as a whole.

**Commit to making a difference**. This may sound corny, but it’s absolutely true that you can make a difference in a writer’s outlook on writing. You can make a difference in the university, too, by improving the skills and attitude of the university population.


 * Build cooperation among consultants**. If you don’t know something, ask. If another consultant seems to be struggling, do your best to help. Collaboration between coworkers is just as important as collaboration with writers.

**Something to Think About…**
If you’ve worked a customer service or a retail job before, recall a time when you felt like you really made a difference to a customer or to a coworker, even if (especially if) it was something small but important. Remember the times when someone left you with a smile. How do you think you can apply the same methods you used with that person in the Writing Center?

Adapted in part from: []