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All correspondence that a client has with CSS should be correctly noted in the ResDB Event Notes or corresponding RT Ticket. Please make relevant notes in the "Event Notes" section after every telephone call with a customer. Reflect discussions in the op notes or set up notes as needed.

Contents 1 RT Correspondence 1.1 Customer-Focused 1.2 Clear and Concise 1.3 Model Structure 2 Phone Messages 3 Communicated Forms and Policies 4 Saying "No" to a Customer

RT Correspondence

Customer-Focused

1. Think from the reader's point of view.
2. Write clear, specific subject lines that will grab the customer's attention.
3. Anticipate customer needs and background (What questions will they have? What information do they need? What information do they not need? What terms do they know?)
4. Convey a friendly, helpful tone.
5. Empathize, if you're responding to a problem.
6. State your purpose early in the correspondence.
7. Emphasize the positive, what you CAN do. If you have to say no, explain why.

Clear and Concise

• Include only information that the reader needs/wants.
• Organize information clearly, grouped by topic
• Use formatting (e.g., bulleted lists and headings) to enhance readability.
• Use templates for frequently written information (see RTFM) or FAQs.

Model Structure

1. Include a polite introduction that conveys purpose.
2. Provide information the customer needs.
3. Let the customer know how the problem was resolved.
4. Include a closing that expresses a desire to provide further assistance.
5. Thank the customer.

Phone Messages

When leaving a message for a customer about a specific question please make a note of exactly what information you need from that customer under the "event notes" section or in the Ticket. This way, when a customer calls back to talk to whoever specifically left the message and that person is no longer on a shift, then anyone who answers the phone should be able to obtain the information needed.

Consequently, it is very important that when a customer does return a phone call to a person who isn't in the office, the person answering the call needs to check the "event notes" section and the Ticket. It should be very clear what is needed from the client and you should take the necessary steps to obtain the information.

This eliminates the "phone tag" that occurs when we leave messages and then are not in the office to be called back.

Communicated Forms and Policies

• Explain to the customer what is still required for their order. This may include labor needs, equipment, tables, lobby, etc.
• Explain the paperwork/confirmation they will receive.
  • The confirmation letter in PDF or Paper form.
  • This includes the Request for Use Form (RUUF). The RUUF must be turned in and processed by the University Relations committee before a group can advertise for their event. This process generally takes 2 to 3 weeks. The RUUF needs to be signed by a dean, director or chair in order to be considered for committee approval. Refer to the RUUF webpage for more specific details.
• Always inform the customer of the estimated charges, cancellation policies, and rental policies.
• Provide an updated estimate via RT anytime the customer makes changes to their order.

Saying "No" to a Customer

If you say no to a customer's request, please make note in the event/operator notes. Operators need to know what we have said NO in case the customer also asks on-site.

An example of this is if the customer asks for a last minute overflow. Be sure to tell the operator the customer requested this and we said no. We don't want the ops to feel they need to do something, if we have already said no.

It is extremely important to note these conversations for concerts and performances.