Customer Service Principles

At the TSTC Bookstore we recognize our responsibilities to our customers. We are committed to providing customers with excellent services and accurate information. To ensure quality services, the Bookstore will foster an environment that encourages and enhances trust. We pledge to provide high quality services to ALL our customers.

Expectations

As a customer, you can expect us to be:

• Friendly to all we meet in our work
• Fair, ethical, and professional,
• Helpful in all we do
• Clear, accurate, and consistent
• courteous in all of our dealings
• Responsive to customer's needs and
• Accountable for our actions.

Goals

1. Trust: Consider complaints as opportunities to improve
2. Respond to Complaints: Promptly respond to complaints
3. Continual Improvement: Ask customers about the services we provide and use those results to improve our services.

Standards

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

• We respond to telephone calls within 24 hours.
• We respond to special orders within 7-10 working days.

Customer Service Contact

We set high standards for customer service and hope it meets your expectations. If it does not, we invite you to contact the supervisor of the Bookstore or one of the staff members. That supervisor has expertise relating to your needs when dealing with that department, and it is likely that department staff are the ones who can best help you. If you are still not satisfied with the service you receive from the department, you may contact Jackie Gilles at:

Customer Relations Representative

Cathy Maples

Vice President Student Development

1902 North Loop 499

Harlingen, TX 78550

(956) 364-4300