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Principles and Practices

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The mission of the administrative offices at SCSU is to deliver superlative customer service that enhances the student experience and encourages students to achieve their educational goals -- with the identified core values of responsibility accuracy, effectiveness, empowerment, integrity, and professionalism.


  • Own the problem
  • Follow through
  • Research answers
  • Provide accurate, concise, and complete information
  • Work as a team
  • Collaborate
  • Be a unified voice
  • Be collegial
  • Share information


  • Find teachable moments
  • Empower the student and co-worker with knowledge
  • Clearly explain next steps

Accuracy & Effectiveness

  • Listen, listen, listen
  • Pay attention
  • Be patient
  • Paraphrase back
  • Know the policies and procedures
  • Understand your role
  • Know the roles of the other offices

Integrity & Professionalism

  • Assume innocence
  • Do not judge (the student or co-worker)
  • Think of how you can help the student
  • Remember, the student may be hearing something for the first time
  • Meet and greet
  • Be approachable (smile)
  • Establish respectful relationships
  • Empathize
  • Speak with feeling
  • Behave in a professional manner
  • Use positive language