Loyola University Chicago

Maroon & Gold Standards of Excellence

Five Standards

The Maroon and Gold Standards of Excellence is more than a customer service training program. The Maroon and Gold program introduces a new standard for delivering customer service to all Loyola customers, whether they are students, parents, employees or members of the community.

THE FIVE STANDARDS

GREET

Make Clients Feel Welcome

  • Use eye contact, a smile, or a hand gesture to make clients feel welcome
  • Acknowledge the person in front of you within two to three seconds (even if you are busy)

ASSIST

Effectively

  • Actively listen to identify the issue
  • Offer an empathy statement that expresses your understanding 

ADDRESS CONCERNS

To the Best of Our Ability

  • Prepare for all possible outcomes, including angry and frustrate customers
  • Manage your own emotions and don't take service interactions personally

CREATE SOLUTIONS

Positively and Productively

  • Know when to refer, provide additional resources, and facilitate the process
  • Create a relaxed atmosphere and actively listen to the client 

EXCEED EXPECTATIONS

The End Goal of Every Encounter

  • Follow up on your commitments to the customer
  • Follow the appropriate departmental procedures