Business & Finance Team - Service Standards

You will always be treated with courtesy and can expect the following standards of service when interacting with us. We welcome your comments on the quality of service we provide. Please send your comments to [email protected].

Treating the customer professionally	We will: - Keep you, the customer, the focal point of all activity. Strive to address your needs and meet your expectations Be positive & helpful Be courteous & respectful Be open, honest
Providing a quality service	We will: - Provide services in a way that suits you Follow up on your needs where necessary Take responsibility for the quality of work undertaken Be accountable for work
Providing accurate & clear information	We will: - Maintain accurate and up-to-date knowledge and information Ensure appropriate guidelines and policies are followed when providing information. Identify processes and systems to ensure your needs are addressed as efficiently & effective as possible.
Responding promptly	We will: - Respond accurately and in a timely manner to your requests Acknowledge your complex enquiry and let you know how long it will take us to give a response
Responding to feedback	We welcome and value all feedback and will listen to your suggestions on how we might improve. We will: - Be receptive and responsive to all feedback (positive and negative), and treat all complaints seriously Encourage staff to submit suggestions for improving the quality of our services and consult with staff at all levels to review our service standards.

1. All visitors (internal and external) to the office will be met by an informed and courteous staff member.
2. If you phone us, you will be transferred no more than once (in 95 per cent of cases).
3. If you email us, we will acknowledge such inquiries within two business days. If we are unable to fully respond within two days, we will acknowledge your email and provide an estimate of time (based on the complexity of the inquiry).

Telephone Service Standards

You will always be treated with courtesy and can expect the following standards of service when interacting with us. We welcome your comments on the quality of service we provide. Please send your comments to [email protected].

If you phone us, you will be greeted with a consistent message: -

Good Morning/Afternoon Western Cape College, this is (name), how may I help you.

If we are unable to connect you to the person you request, we will record your contact information in full, as well as details of the message. If there is someone else who may assist your enquiry, this information will be offered.

If you phone us, you will be transferred no more than once (in 95 per cent of cases), and your call will always be announced to the receiver.

If a message has been left, we will return all calls by close of business on the day of the call. If we are unable to fully respond to your enquiry within this timeframe, we will acknowledge your call and provide an estimate of time (based on the complexity of the inquiry).

If you attend our office and we are on the phone with another customer, we will acknowledge you to ensure you are not left unattended.