Compact with Texans
Agency: Sul Ross State University
Sul Ross State University was initially created by an act of the 35th Legislature of Texas in 1917. The university is a coeducational, comprehensive public institution of higher education offering certificate programs and associate, baccalaureate and master's degrees.
In 1973, the Sul Ross State University Rio Grande College, an upper-level component serving the Middle Rio Grande Region, was established. Sul Ross State University serves three primary functions: education, research and public service.
Customer Service Principles
The university subscribes to a student-centered campus philosophy. This philosophy, which applies to other university customers as well, states that the student is the most important person on campus. The student is not merely a statistic or an interruption of our work, but they are the reason for the existence of our institution.
We are not doing them a favor by serving them, rather, they are doing us a favor by giving us the opportunity to do so. This guiding principle, along with the belief that all university customers are entitled to quality service delivered in a courteous manner, governs all programs and departments of the university.
Customer Services Standards
We strive to deliver quality services in a timely fashion. Our employees are available to customers via phone, fax, U.S. mail, e-mail or in person during regular office hours. When possible, responses to non-emergency inquiries, requests and complaints are addressed within a one- to three-day time frame.
Although handling of complex situations may take longer, we try to resolve these situations efficiently and promptly. Emergencies are always addressed immediately.
Information is provided to the customer in a variety of ways. It may be received through direct inquiry to the appropriate department. Our employees are encouraged to know the functions of other areas and make every effort to connect the customer with the appropriate contact person.
A university web site is maintained at www.sulross.edu and contains information about university programs, activities, departments and personnel, including e-mail addresses for faculty and staff.
The Student Handbook, which is provided to all students at orientation or on request, contains useful information for students about services, procedures and policies. Information on university policies and procedures is also available in the Administrative Policy Manual, a copy of which is provided to all university department offices and the campus library.
A variety of university publications are also available through the library and through the web site.
As a student-centered campus, we strive to address all complaints promptly. Informal complaints can be made at any office on campus and university personnel will work to efficiently handle the complaint.
Customers may appeal to the next level of supervision if dissatisfied with the resolution of their complaint or with the service received.
Formal student grievances may be filed as outlined in section 4.07 of the Administrative Policy Manual. This policy requires a maximum time of nineteen days for resolution of complaints. Grievance procedures are also included in the Student Handbook.
Customer Service Representative