Caribbean Polytechnic Institute

Caribbean Polytechnic Institute (CPI) - Customer Service Policy

1. Our Commitment to Service Excellence:

At the Caribbean Polytechnic Institute (CPI), located in Mandeville, Manchester Parish, Jamaica, we are committed to providing exceptional customer service to all our stakeholders, including prospective and current students, alumni, parents, guardians, faculty, staff, community members, and partners. We understand that positive and efficient service is crucial to fostering a supportive learning environment and maintaining strong relationships within our community.

2. Our Core Service Principles:

• Respect and Professionalism: We will treat every individual with courtesy, respect, and professionalism, regardless of their background or enquiry. Our interactions will be polite, helpful, and considerate.
• Accessibility and Inclusivity: We strive to make our services accessible to everyone. We will be mindful of diverse needs and aim to provide information and assistance in a clear and understandable manner.
• Efficiency and Responsiveness: We will endeavor to respond to enquiries and requests in a timely and efficient manner. We will aim to provide accurate information and resolve issues promptly.
• Accuracy and Clarity: We will provide accurate and up-to-date information. We will communicate clearly and avoid jargon where possible.
• Helpfulness and Problem Solving: We will be proactive in assisting individuals and will make every reasonable effort to address their concerns and find solutions to their problems.
• Continuous Improvement: We are committed to continuously improving our customer service. We will actively seek feedback and use it to enhance our processes and service delivery.
• Confidentiality and Data Protection: We will handle personal information with the utmost confidentiality and in accordance with relevant data protection laws and CPI policies.

3. Service Standards:

• Telephone Enquiries:
  • Answer calls promptly and courteously, identifying CPI and the staff member's name.
  • Listen attentively to the caller's needs.
  • Provide accurate information or direct the caller to the appropriate person or department.
  • If a query cannot be resolved immediately, provide a realistic timeframe for follow-up.
  • Return phone calls within one business day, where necessary.
• Email and Written Enquiries:
  • Acknowledge receipt of emails and written correspondence within two business days.
  • Provide a comprehensive response or an indication of the expected timeframe for a full response within five business days, where possible.
  • Use clear, concise, and professional language.
• In-Person Enquiries:
  • Greet visitors warmly and professionally.
  • Be attentive to their needs and provide assistance promptly.
  • Maintain a welcoming and organized reception area.
  • If unable to assist directly, guide the visitor to the appropriate person or department.
• Online Platforms (Website, Social Media):
  • Ensure information on CPI's online platforms is accurate, up-to-date, and easy to navigate.
  • Monitor online enquiries and respond in a timely and appropriate manner, adhering to platform guidelines.

4. Handling Feedback and Complaints:

• CPI values all feedback, both positive and negative, as an opportunity for improvement.
• We will establish clear and accessible channels for providing feedback and submitting complaints.
• All feedback and complaints will be treated seriously, impartially, and confidentially.
• We will aim to acknowledge receipt of complaints within two business days.
• We will conduct a thorough review of all complaints and strive to provide a fair and timely resolution.
• Individuals will be informed of the outcome of their feedback or complaint.

5. Responsibilities:

• All CPI Staff and Faculty: Are responsible for adhering to this Customer Service Policy and for embodying our core service principles in all interactions.
• Supervisors and Managers: Are responsible for ensuring their teams are trained on this policy and for fostering a culture of customer service excellence.
• Relevant Departments: Are responsible for establishing clear processes for handling enquiries, requests, and complaints within their specific areas.

6. Review of this Policy:

This Customer Service Policy will be reviewed periodically to ensure its effectiveness and relevance to the needs of our stakeholders and the evolving environment of CPI.