The university spends countless hours every year on marketing strategies, publishing positive stories and showcasing the best of the university on social media. However, those efforts mean nothing if we don’t back up that image by providing our students, stakeholders and alumni with excellent customer service.
Customer service encompasses everything from how much parking is available to how visitors are greeted, how complaints are handled, and how our services are provided. At its core, quality customer service is about making sure everyone we come into contact with feels valued and appreciated by SDSU.
Phone Calls
When answering the phone at SDSU, you are often the first experience someone has with our institution. It is very important to be warm and welcoming. Answer the phone with an upbeat greeting and introduce yourself.
“Hello, you’ve reached SDSU [Department], this is [Name]. How may I help you?”
When you have a question or need help, it is never fun to get transferred multiple times. Therefore, try to help the caller as best you can, and only transfer if needed.
If you can help them without transferring, do it, even if you’re in the middle of another project. Helping the individual on the phone is the most important task at that moment. If it is truly something you can’t do, transfer them directly to the office or individual that can help.
Before you transfer, let the caller know where and why you’re transferring them. As well, make sure you’ve answered all questions you can for the caller, and thank them before transferring.
The online directory is available on InsideState to search department or employee contact information. Unless otherwise noted, all university phone numbers begin with 605-688.
Emails
Email communication is just as important to convey a consistent message as print publications. Messages sent from your office email account represent your program, department, college and the university. They need to be as professionally written and professionally presented as the communications sent on your university stationery or in paper memos.
When sending emails to external audiences, use the official university email signature. Your email signature is available on your directory profile page on InsideState.
To maintain consistency, it’s important not to customize the email signature past your personal information.
- Do not alter the font, color or logo on the email signature.
- Do not include tag lines or quotes; they may be perceived as universitywide statements.
- Do not include background images; they increase load times and do not display consistently on all computers.
Other rules related to email etiquette include:
- Proofread your email.
- Follow a proper email format. When writing a formal business email, it’s wise to follow the correct email format:
- Subject line: describe what the email is about in a few words
- Email greeting: Mention the recipient’s name and add a proper greeting
- Body: Write the main message and ask
- University email signature: Include your name, surname, company name, and sign-off
- Check that the recipient’s name is correct
- Do not use emojis, background images, famous quotes, etc.
- Use shorthand in specific circumstances only
- Keep emails concise
- Ensure subject lines are short and specific
- Use proper salutations
- Check email tone
- Avoid sarcasm
- Frame your email positively
- Respond to emails promptly
- Don’t send emails over the weekend
- Don’t overuse CC or BCC
- Use “reply all” correctly
- Use forwarding appropriately
- Remember to set out-of-office messages
Social Media
Social media can connect professionals, friends and families, individuals with common interests and more. The platforms provide an opportunity to share views and ideas and can drastically impact relationships and reputations of both individuals and organizations.
All SDSU employees are free to publish or comment via social media in accordance with approved guidelines. Publication and commentary on social media platforms carry similar obligations to any other kind of publication or public statement. All uses of social media must follow the same ethical standards that SDSU employees must otherwise follow.
Think before you post. It is important to understand your audience and recognize that everyone reflects a diverse set of customs, values and points of view.
Be honest about your identity and use your real name. You may identify yourself as an SDState employee but establish clearly that the views and opinions expressed are yours alone and do not represent the official views of SDState.
Protect your privacy and reputation by understanding that a post may remain public forever, even if removed online. Screenshots live forever.
A disclaimer stating whom you work for and that you are not speaking officially does not necessarily grant you legal freedom. Always consider the possible consequences of what you are posting.
Do not post confidential information about work and certain activities at South Dakota State, and respect laws governing copyrighted material owned by others and its fair use or fair dealing, including SDSU’s own copyrights, registrations and brands.
Faculty, staff, students, alumni or business partners should not be cited or referenced without their approval, unless the reference is to an official communication released by the university.