Important Information: Coronavirus (COVID-19)

Fall classes are scheduled to begin on September 9. Faculty, staff and students are at the center of our “OnCampus Plus” reopening plan. Click here to learn more. Read more here for up-to-date resources and communications about the coronavirus situation. For questions or to provide information that might be useful to the College, please email healthalert@mercy.edu.

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Mercy Service Excellence

Service Philosophy

We enrich lives and inspire success by working together
to provide a personalized and caring environment

A message from President Tim Hall

Service Standards

Here’s what you can expect from Mercy College in our R.A.C.E. to
deliver service excellence. Our Service Standards are:

Responsive
  • Be available and reliable
  • Timely acknowledgement of receipt of communication and expected timeline for resolution
  • Take initiative to find a solution
  • Follow up to ensure a quality resolution
  • Act with a sense of urgency
  • Be available and reliable
  • Timely acknowledgement of receipt of communication and expected timeline for resolution
  • Take initiative to find a solution
  • Follow up to ensure a quality resolution
  • Act with a sense of urgency
Accurate
  • Understand your role in the big picture
  • Exhibit resourcefulness in finding solutions
  • Provide reliable, correct and timely information
  • Be an expert in what you do
  • Understand your role in the big picture
  • Exhibit resourcefulness in finding solutions
  • Provide reliable, correct and timely information
  • Be an expert in what you do
Courteous
  • Be consistent and intentional with small acts of kindness
  • Put people before technology
  • Use language (oral/written) that is positive, inclusive, and respectful
  • Use effective body language that shows active listening and availability
  • Be respectful of confidential information
  • Be consistent and intentional with small acts of kindness
  • Put people before technology
  • Use language (oral/written) that is positive, inclusive, and respectful
  • Use effective body language that shows active listening and availability
  • Be respectful of confidential information
Efficient
  • Maximize resources for effectiveness
  • Keep it simple and sustainable
  • Set clear expectations
  • Collaborate to avoid duplication and streamline processes
  • Engage in continual improvement
  • Maximize resources for effectiveness
  • Keep it simple and sustainable
  • Set clear expectations
  • Collaborate to avoid duplication and streamline processes
  • Engage in continual improvement

For more information contact excellence@mercy.edu