Customer Service Commitment
The Stanford Center for Professional Development is committed to delivering exceptional customer service to all we serve: current and prospective students and their employers, our educational partners, the Stanford community of faculty and staff and beyond. The standards we set for ourselves reflect the quality of courses and programs Stanford University offers its global community of learners.
To deliver the best-in-class service to our clients—one that is always focused, proactive, measurable, efficient, and consistent with Stanford University excellence in teaching and research.
This statement establishes clear, appropriate benchmark service levels that are mutually understood and accepted. We are committed to delivering customer service that is responsive, efficient, courteous, and respectful. That is our goal toward which we strive every day. When we fall short, please let us know so that we may learn and improve.
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Sincerely,
Paul Marca
Executive Director
Stanford Center for Professional Development
Stanford University
September 2008
Business Hours
Office Hours: 8:00am to 12:00pm, 1:00pm to 5:00pm (US Pacific Time)
Office Week Days: Monday through Friday according to the Stanford University Calendar
Timelines
We will provide timely information, guidance, and support to requests made via email, fax, Web inquiry form, and voicemail within 1 business day. Responses to requests received by surface mail will be sent within 2 business days. In-person requests at our offices during office hours at Stanford will receive a live response. If we cannot answer your question immediately, we will respond within the agreed period of time.
Professionalism
In all interactions, we commit to the highest levels of professional conduct. We will:
- Identify ourselves to you
- Treat you with courtesy and respect
- Respect your privacy—not just because it is the law
- Explain your options
- Resolve your appeal or complaint quickly and fairly and in accordance with Stanford University policy
- Value your course evaluations and take them seriously
Confidentiality
Your communications and personal information are held in strict confidence and will not be shared with others, including your employer, without your express permission in compliance with the US Federal Education Report and Privacy Act (FERPA). The Stanford Center for Professional Development will not sell or market your information to third parties.
How You Can Help Us
You can help us by letting us know a good time to call you back, telling us your account number, if you have one, letting us know as soon as possible of any difficulty you are experiencing, and giving us feedback—complaints and compliments.
Your Responsibilities
Achieving the highest standards of service and integrity is a mutual commitment. As a Stanford University student or partner, your responsibilities include:
- Understanding and complying with the Stanford Honor Code
- Reading and adhering to the graduate student handbook with special attention to deadlines and policies
- Assuring your account information is up-to-date
- Respecting the privacy of your fellow students
- Meeting financial obligations on a timely basis
Contact Us
It is our pleasure to welcome you to the community of learners and partners who have joined with the Stanford Center for Professional Development in the pursuit of excellence in education, research, and collaboration. We look forward to a long and mutually beneficial collaboration.
Jon Notman, Director of Student and Client Services
Phone: 650.204.3984
jnotman@stanford.edu
