Research OSPA:Customer Service Process

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Effective Date

September 1, 2013

Statement of theIssue

Expectations regarding customer service.

Applicable Policy/Regulation

The Office of Sponsored Projects(OSP)strives to provide stellar customer service. OSP customers include not only sponsors, principal investigators and subawardees, but co-workers.


  1. Respond to all voicemail, email, and phone calls within 24 hours.
  2. Communicate in a helpful, effective, and informative manner by telephone, email, or in person on a one-to-one basis or within small groups.
  3. Update faculty regularly on the status of their projects.
  4. Establish a timeline for submission to ensure a smooth process.
  5. Meet all stated commitments.
  6. Be a helpful colleague and team player.
  7. Maintain good working relationships with the Office of Research staff and Finance department.
  8. Maintain confidentiality in office operational transactions.
  9. Display courtesy, tact, consideration, and discretion in all interactions with other members of the UTD community and with the public.
  10. Email expectations:
    1. Be informal, not sloppy.
      1. No ‘texting’ like grammar.
      2. Use punctuation rules appropriately.
    2. Use sentence case.
    3. Address PI’s as ‘Dr. XXXX’ until they tell you otherwise.
    4. Use the BCC and CC appropriately; copy only people directly involved.
    5. Remember that your tone can’t be heard in email.
      1. Emoticons should be used sparingly so as not to appear unprofessional.
      2. Don’t assume using a smile will diffuse a difficult message.
    6. Keep messages brief and to the point.
    7. Summarize long discussions.
    8. If forwarding a message you received, do not change the wording.
      1. If reposting to a group message you received individually, ask the author for permission first.
      2. Give proper attribution.
    9. Use a signature that includes contact information.
    10. Use spell check; review for typos and sentence structure.
    11. Inform and update PI’s every step of the process.
    12. Don’t use email as an excuse to avoid personal contact, uncomfortable situations, or to cover up a mistake.
    13. Remember that email is not private. Email is considered company property and can be retrieved and used in a court of law.
    14. Be sparing with group email.
    15. Don’t send chain letters, virus warnings, or junk mail.


  1. Customer Service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Customer service is not a single department within an organization, it is everyone’s job.