Purpose Statement

TSTC Harlingen seeks to become the leader in distance education in the Rio Grande Valley by becoming the hub for all secondary and post-secondary schools, as well as all business and industry, in the region. By maximizing existing funding sources and continually investigating alternative funding sources, TSTC Harlingen strives to host and provide the citizens of the Rio Grande Valley quality credit and noncredit academic and technical coursework and professional development opportunities using state-of-the-art instructional technologies and diverse instructional strategies designed to accommodate all student learning styles via distance learning mediums.

Customer Service Principles

1. To support the distance learning needs of its customers, the Department acquires and deploys a variety of distance learning methodologies.
2. The Department will respond expeditiously to customer needs, preferences, and priorities.
3. Provide assistance and promote the efficient use of distance learning resources and information.
4. Customer feedback and professional standards will be the basis for useful performance evaluations.
5. The Department will provide value and technical excellence by maintaining a highly skilled and trained staff.
6. Continuous improvement of resources and service is the basis of the Department's quality plan.

Customer Service Goals, Objectives, and Standards

1. Support and promote efficient and effective use and management of distance learning resources.

2. Be accountable and responsive to our customers.

3. Communicate effectively by providing a Web Site that has:
   1. ITV and online course information
   2. Student Service information
   3. Learning Resources information

Process for Receiving Information and Filing Complaints

The Department of Distance Learning will respond promptly to all complaints within one business day. Suggestions or complaints may be received in person, by telephone, by email, or in writing to the TSTC Harlingen Customer Relations Representative. All suggestions or complaints will be acknowledged and reviewed. Resolution will be completed in one week.

Customer Relations Representative

Jackie Gilles
Assistant to the President
1902 North Loop 499
Harlingen, Texas 78550
(956) 364-4023
Fax (956) 364-5100
jackie.gilles@harlingen.tstc.edu