IT's Customer Service Philosophy IT's Customer Service Philosophy Exceptional Information Technology Customer Service at the College of William and Mary is defined by customer relationships which include five key elements Reliability, Responsiveness, Credibility, Empathy and Tangibles. Reliability means dependability, consistency and accuracy. When we are reliable, we return phone calls, meet deadlines, and keep our promises. Responsiveness means willingness and readiness to provide services as quickly as possible. When we are responsive, we immediately acknowledge the customers requests and our assessment of the appropriate response is based on excellent judgement.
Credibility means inspiring the customers' trust and confidence in our competence.
When we assure our customers, we are focusing on giving out clear and correct information. Empathy means respecting, caring and attending to individual customer needs. When we are empathetic, we are using common sense we are treating our customers like we would want to be treated. Tangibles are physical proof of exceptional customer service. When we provide tangible evidence, we provide a robust, reliable network, equipment and software that work, customized training, and integrated, easy to use business systems.