Introduction :

The Clients Service Charter is a documentation of the set of values, methods and principles that the college is committed to presenting through the portal team and the information technology and information network unit staff who provide a service to customers through various means of communication, including: -

• The website of the college, units, centers and conferences in Arabic and English.
• A mobile application to provide various electronic services through mobile phones.
• E-mail and social media, including Facebook and YouTube.

Objectives of this charter

• Informing clients of their rights and duties towards the college
• Familiarizing customers with the available means for submitting complaints or making inquiries
• Constant work on developing the methods and tools used in serving customers in order to qualify the site to become more ready to meet the needs of customers and provide distinguished services.

Target groups :

• Undergraduate students.
• Graduate students.
• faculty of school
• staff
• outside community

Obligations, services or tasks provided to customers

• Excellence in customer service: relentless pursuit to provide services of a distinguished level and high quality in order to achieve customer satisfaction and exceed their expectations.
• Respond to the customer's needs quickly and professionally, and ensure the confidentiality and accuracy of information.
• Create a work environment stimulating team performance and meet all customer needs in a timely manner.
• Encouraging and supporting the available opportunities to meet the customer's needs.
• Directing the customer to the competent employee to satisfy his needs.
• Rapid response to verbal requests and phone calls and reducing the number of procedures to provide a fast and smooth service.
• Respect for time and sincerity in work.
• A professional and cooperative team working to respond to all customer inquiries and deal with them in a timely manner.
• Full understanding of the information provided to the customer with the correct documents and the required steps
• Providing services in times and channels that suit the needs of the customer as much as possible
• Maintaining confidentiality about any problems that arise in the service provided by the customer service team
• Taking measures based on customers’ feedback and suggestions to provide you with the best services

What we expect from Clients:

•  Service evaluation
•  Provide us with your suggestions and comments with complete transparency to help us improve and improve the level of our services and provide them to you to the fullest.

Complaint handling values:

• Credibility: Dealing with customers with transparency, fairness and fairness, without bias.
• Responsibility: Receiving customers' complaints and dealing with them professionally and promptly.
• Efficiency: Responding to all incoming cases without delay with maximum efforts to solve them in a timely manner.
• Positive: Innovative ideas that can be applied to address challenges to resolve the complaint.