As a new member of staff, you’re now beginning to learn more about
your role within our business. RICS is very service-focused and, as part
of this role, you will find that you interact with customers on a daily basis,
whether they’re colleagues, members, firms or the public.

The way you act and communicate with customers reflects on our brand.
Therefore, we wanted to take this opportunity to introduce you to our customer service standards. These were launched in May 2009 to establish a consistent approach to delivering the highest standard of service across the world.

The customer service standards are developed from the thoughts and
feedback of customers and staff, and are designed as a tool to help everyone across RICS build on their current skills. The standards provide guidance on:

• telephone etiquette

• written communication e.g. use of email, letter, fax and BlackBerry

• when to apply out of office messages

• appropriate greetings

• response times

• dealing with service-based complaints

• general house rules.

They also discuss such things as what to do if you work part-time, sickness and long-term absence, core working hours, time differences across world regions and even how to welcome external visitors to RICS.

The standards are available on @ne – please familiarise yourself with them so that you can adopt them in your day-to-day role.

Performance measurement takes place against the standards to ensure
consistency and adherence, and feedback on performance and compliance is published on @ne each quarter. Please ensure you apply the standards to your daily working practices.

If you have any questions or queries please contact serviceimprovement@rics.org

Kind regards