Service Excellence Standards

At Carleton University, we have a set of Service Excellence Standards that guide how we work and interact with our colleagues, serve the needs of our students and our faculty, as well as our external partners. Providing exceptional service and going above and beyond is at the core of what it means to deliver Service Excellence on our campus. We have integrated Service Excellence across the university and each department has reviewed the standards so they contribute excellence to the campus community.

Service Excellence engages staff in discussions around the needs of their customers, while nurturing the qualities that contribute to a culture of continuous improvement in the pursuit of organizational excellence. Our Service Excellence Standards are meaningful to everyone and speak to our dedication in providing a positive community environment.

Service Excellence begins with you!

Whether you interact primarily with students, faculty, staff or external partners, your commitment to serve the community in which you work is one of the most valuable assets you bring to Carleton University every day. Service Excellence offers a unique opportunity for you to get involved and shape your work environment in a positive way.

Carleton University’s Service Excellence Standards

: 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 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 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 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 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 serviceexcellence@carleton.ca for tools and support.