Customer Service Standards

When serving a student, you should be.....

• Catching up with your colleague about last night's episode of House of Dragon​

• Having a gluten-free croissant with an almond latte​

• Attending a team meeting ​

• Providing clear communication with a satisfying outcome​

Students cannot currently access support from Student Lifecycle by:​

​

• Creating an enquiry ( SMP)

• Calling​

• Face to Face

• Chatting

Our phone line is open Monday to Friday from 9am to 4pm:​

• True

• False

Each interaction with a student should be followed by an SMP creation or adding note to an existing open SMP. ​

• True

• False

Approved third-party consent forms can be found:​

​

• SMP

• SAMS

• iExplore

• Canvas

When a student comes to the counter I should

• Eat my snack and put my headphones on to listen to the greatest hits on Spotify

• Use my knowledge and the resources available to me to assist the student with their enquiry (eg Iexplore, SAMS, SMPs, emails)

• Tell them I’m too busy to serve them and send them away from the counter

Which of these is NOT a status in SMP?

• Continuing

• Pending

• Ready

• Resolved

If I am a VE student who is calling to ask about my program which option should I choose when I call 9925 5000

• Option 1 and then Option 2

• Option 3 and then Option 1

• Option 2 and then Option 1

• Option 1 and then Option 1

Which email account should I use if I am emailing a program manager to ask for advice about a student's enrollment? (Student not included)

• VE Student Lifecycle

• Training Support

• VE Connect

• VE Academic Progress

How long should an SMP be left in 'Ready' status?

• 1 week before follow up

• No longer than 24 hours

• 5 business days

• Up to 6 weeks