Employee Handbook - Appendix IV
CREST Cares
Our Key Action Steps for Success with Clients
- Always address your emails with the name of your correspondent, and always sign your emails regardless of whether your signature is visible.
- Always check in with primary and secondary contacts before you leave an onsite job to advise them of what you did while you were there, and always end with, "Is there anything else I can help with today? Is there anything I've missed?".
- Never let clients wait to hear back from you, even if it is just to let them know you will be taking care of their issues.
- Dress professionally, especially when onsite at a client location
- All client-facing documents, including our IT docs, must be checked by at least one other person before being submitted to the client.
- When communicating with a client, a phone call is always preferred to an email.
- Update IT documentation as soon as you make any changes to a client's systems.
- For all managed IT accounts, important tickets sent through the helpdesk must be communicated to the technical coordinator on the account.
- You are expected to be early for customer appointments. If an emergency occurs and you are going to be late to a scheduled appointment, you must call your primary contact and your immediate supervisor to inform them of your arrival status prior to the scheduled arrival time.