Carleton University’s Service Excellence Standards

We Care

  • We take pride in our work and our surroundings. We ensure that our physical environment is accessible, well maintained, and free of hazards.
  • We make our services accessible.
  • We take an interest in the work, studies and research of others.
  • We actively solicit feedback from our community, and tailor our services to their needs.
  • We are committed to supporting academic, professional and personal successes in an inclusive, equitable and meaningful way.
  • We participate in Service Excellence initiatives.

We are Professionals

  • We are ambassadors of Carleton University. We share our pride in being a member of the Carleton Community. Our attitudes and behaviours are guided by the values of the University.
  • We demonstrate a high level of competency in our work, and a willingness to share this knowledge. We value each other’s contributions.
  • We continuously inform and educate ourselves in our work.
  • We conduct ourselves in a professional manner and protect the privacy of others, whether in conversation or correspondence.

We are Responsive

  • We listen attentively to people before we respond, and seek confirmation that we have understood them correctly.
  • We inform our community of the options available to them.
  • We appreciate the time of others.
  • We provide timely, accurate, and quality information.
  • We anticipate and innovate to fulfill the needs of the campus community.
  • We take responsibility in the interactions we have, and solve problems at the first opportunity. If a referral to another area is required, we do so in a personal manner.

We are Reliable and Courteous

  • We are approachable and welcome the opportunity to provide assistance.
  • We follow through to make sure that needs have been addressed in a satisfactory manner.
  • We ensure consistent, effective and efficient day-to-day operations of our departments.

We Treat Everyone as an Individual

  • We approach each interaction as a new opportunity; we respect the diversity of the community that we serve.
  • We recognize the importance of providing our services in an equitable, inclusive and customized manner.
  • We take the time to put people at ease and to make them feel valued.

 Service Excellence in your department.

Customize your Service Excellence Standards for your team. Email for tools and support.