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Cockrell School of Engineering

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Customer Service Guidelines

Pre-Event Planning Phase

When contacting a company representative to inquire about supporting an event, or for any other reason, the following are best practices for written correspondence:

  1. Whether e-mailing or writing a letter, confirm the individual's title (i.e., Mrs., Mr., etc.) and spelling of name.
  2. Proofread for spelling and grammar mistakes.
  3. Keep the e-mail/letter clear and concise.
  4. Avoid casual speech, unless you know the person well.
  5. If writing a letter, refer to the sample business letter in the Corporate Relations Information booklet.
  6. If faxing, include a typed cover sheet, and notify the receiver via e-mail or telephone that a fax is being sent.

The following are best practices for telephone correspondence:

  1. Prepare a list of items to state in the voice mail message or for the actual conversation before calling.
  2. Address the person properly (i.e., name pronunciation, title, etc.)
  3. Leave a clear and concise message including different methods of contact information (i.e., telephone number, cell phone, e-mail address, etc.)
  4. Speak clearly.
  5. Be polite.
  6. Don't interrupt the person with whom you're speaking.
  7. Before ending the conversation, review a mutual understanding of items discussed and next steps to be taken.
  8. Thank the individual for his/her time.

Confirming Corporate Attendance at the Event

Contact the corporate supporter AT LEAST FIVE DAYS prior to the scheduled event to:

  1. Confirm the name of the company representative that will be attending, the estimated time of arrival on campus, and audio/visual equipment if the representative is making a presentation at the event.
  2. Request that a bio be faxed or e-mailed to you.
  3. Provide directions to campus parking garage or lot nearest the location of the event.
  4. Identify who will greet the company representative and designate a meeting place.
  5. Provide a contact number in case the company representative has difficulty locating the designate meeting place at the event, or if there are any schedule changes.
  6. Notify the Office of Student Life AT LEAST FOUR DAYS prior to the event as to the company representative that will be attending your event. The Office of Student Life will notify the College of Engineering Corporate Relations Office.

Day of the Event

  1. Use nametags for both the student organization representative and the visiting company representative. These are helpful for introductions, and as a general rule, are good practice.
  2. The company representative should be introduced to the College of Engineering Dean, program directors, administrators or faculty attending the event when he/she arrives on campus.
  3. The same person designated to greet the company representative should also act a s a guide during the event in order to be available to answer questions and make introductions when appropriate. This provides a feeling of continuity during the visit.

Post-Event Phase

  1. Following-up with the company representative is an important step in obtaining funding. Contact the company representative by e-mail or phone one day after the event to thank him/her for participating in/supporting the event.
  2. A thank-you letter is appropriate and necessary. Send any media publicity about event, especially publicity recognizing the company as a supporter of the event. Please submit a copy of the thank-you letter and enclosures to the Office of Student Life.
  3. Submit the Wrap-Up Report to the Office of Student Life.