1. Jan McAdam Nikolina Kilibarda

2. Swinburne 2015 Vision  Entrepreneurial in their work  International in their outlook  Intersectoral in their approach

3. International Customer Service Standard Accreditation Service 13 attributes Operational 4 attributes Financial 5 attributes Learning & Growth 7 attributes

4. Service Perspective The enterprise has a Customer Service Charter that it shares with and communicates to its customers. Typically this may contain reference to: Relationship, Accessibility, Privacy, Responsiveness, Compensation and Complaint Handling. Interpretation Sufficient information is readily available about how the organisation will work with customers and what they can expect.

5. Student Operations Customer Service Charter This charter explains the standard of service you can expect from Student Operations staff and what to do if you want to provide feedback on the service you have received. 1.We will be helpful and responsive. Queries and messages (eg: phone, email) will be acknowledged within 24 hours (one working day). 2.We will communicate with you clearly and simply, and provide you with accurate and reliable information and services. 3.We will share information with you in an open and transparent manner and will work with you and each other collaboratively to ensure the best solution is reached. 4.We aim to take ownership and resolve your query at first contact. If unable to directly assist you, we will ensure the query is followed up and appropriately resolved. 5.We will let you know who is responsible for resolving your issue. Customer complaints will be resolved within five working days and we will provide you with progress reports if the matter takes longer to resolve. 6.We treat customer feedback with utmost importance and will acknowledge it. 7.We will show courtesy and make every effort to meet your needs. 8.We will keep your personal information safe and secure. 9.We will ensure our environment is clean, safe and accommodating and consider the impact of our services on the environment by using environmentally friendly products where possible. Customer Feedback We are committed to improving our service to you and encourage your feedback. Customers can provide a written compliment, comment or complaint on the Student Operations feedback form which is located at: swinburne.edu.au/studentoperations/feedback

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7. Matrix

8. Outcomes  Documented Self Assessment  Development of initiatives  Key Performance Indicators  Teamwork & Collaboration  Greater awareness & focus on customer  Embedded Customer Service culture  Staff Climate Surveys

9. Future Directions Four key areas in the Service Improvement Strategy:  Professional Development  Feedback  Staff Recognition  Relationships

10. Feedback Loop

11. Definitions Complaint  Expression of dissatisfaction with any aspect of agreed or advertised services provided by Student Operations.  Failure to provide a service to the agreed or advertised standard.  Dissatisfaction in answering a query or responding to a request for a service. Compliment  An expression of praise or admiration - thanking for a job well done. Comment  A remark, an observation or a criticism that pertains to areas outside Student Operations agreed or advertised standards and cannot be rectified by Student Operations.

12. Features  Online logging  Feedback tracking  Email alerts  Key Performance Indicators  Monthly reporting

13. Integrated communication strategies Key Objectives:  Timelines/relevance of information  Proactive approach  Two-way dialogue

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15. Future Directions

16. PDR Best practice service delivery