Customer Service Principles

It is our goal in the Accounts Payable Department to provide our customers with a level of service which exceeds their expectations. In striving to do this, we have adopted the following customer service principles:

• We will conduct all contact with customers in a professional and courteous manner
• We will return calls to customers in a timely manner
• We will provide responses to requests for information in an accurate and timely manner
• We will be available, informed and on-time to meet with customers who request such meetings
• We will strive to produce the most accurate and complete information and services possible
• We will continue to explore new technologies and methods of doing business which will improve upon current departmental practices

In our efforts to provide quality customer service, we have established the following standards for responding to customers:

• Voice mail messages will be returned within 24 hours, unless we are out of the office extensively (which will be communicated on our outgoing voice mail message)
• E-mail messages needing a response will be returned within 2 working days
• E-mail requests needing action will be processed within 5 working days
• Written requests needing action will be processed within 5 working days

We set high standards for customer service and hope it meets your expectations. If it does not, we respectfully request that you let us know. Should you have any comments or suggestions about the services and standards identified in our Compact with Texans, please let us know. Customer service complaints (or kudos!) should be forwarded to:

Rodolfo Rodriguez
Supervisor-Accounting
956-364-4422
rodolfo.rodriguez@harlingen.tstc.edu