CUSTOMER SERVICE STANDARDS
The Ohio Expositions Commission is committed to providing clear, concise, and timely information while maintaining a high standard of professionalism in all customer interactions.
General Conduct
- Treat all customers (internal and external) with respect, courtesy, and professionalism.
- Maintain a professional demeanor at all times.
- Listen patiently to understand customer needs clearly.
- Strive to find solutions and resolve complaints effectively.
Accessibility
- Ensure accessibility through various communication channels (phone, email, in-person).
- TTY calls will be handled through the Ohio Relay Service. The Ohio Relay Service (ORS) provides full telephone accessibility to people who are deaf, deaf-blind, hard-of-hearing or speech-disabled. Specifically trained Communication Assistants (CA’s) process relay calls and stay on the line to relay conversations electronically, over a Text Telephone (TTY) or, in some cases, verbally to hearing parties. ORS is available 24 hours a day, 365 days a year, with no restrictions on the number of calls placed or on their length. When responding to questions via a TTY assisted call, speak slowly, clearly and concisely. Extraneous information can take quite some time to transcribe and relay to the caller.
Phone Etiquette
- Answer calls within three rings when possible.
- Greet callers professionally, identifying yourself and your department.
- Return voicemail messages in a timely manner.
- When transferring calls:
- Inform the caller and get their approval.
- Provide the name and number of the person you're transferring to.
- Handle "on hold" situations courteously:
- Ask permission before putting callers on hold.
- Check back every 3-5 minutes if research is needed.
- Maintain a professional tone, even if the caller is not courteous.
Voicemail and Out-of-Office Messages
- Keep voicemail greetings current and professional.
- Include your name, department, and alternative contact information.
- Update out-of-office messages with return dates and alternative contacts.
Email and Written Communication
- Use professional language, grammar, and formatting in all written communication.
- Proofread all correspondence for accuracy and clarity.
- Include contact information for follow-up questions.
- Use out-of-office notifications when appropriate.
- Respond to emails requiring a response in a timely fashion. In some circumstances, this may mean an acknowledgement of receipt.
In-Person Interactions
- Greet visitors promptly and courteously.
- Maintain eye contact and a welcoming demeanor.
- If unable to assist, guide the customer to the appropriate person or department.
Handling Inquiries
- Provide accurate and complete information.
- If unable to answer, transfer to the appropriate person or promise a timely follow-up.
- For matters outside your jurisdiction, refer customers to the appropriate agency.
Continuous Improvement
- Solicit and utilize customer feedback to improve services.
- Include customer service competency in employee performance evaluations.
Confidentiality and Public Records
- Respect confidentiality requirements as per applicable laws.
- Be aware that email communications may be considered public records.
The aforementioned is established pursuant to Section 121.91 of the Ohio Revised Code.