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Revised 4/11
Reviewed 5/09
Original Date 12/07
POLICY & PROCEDURE
SUBJECT: Customer Service
POLICY
ONCB will implement processes to identify and respond effectively to customer needs. The ONCB and its staff will view all concerns as opportunities to improve customer service and organizational processes.
PROCEDURE
1. ONCB staff will respond to voice mail within 1 business day and respond to email within 3 business
days. If staff is unavailable due to scheduled vacation, extended illness, or emergency, a voice mail or
automated email response will notify customers of expected response date.
2. Product orders will be shipped within 48 hours. If fulfillment staff is unavailable, product orders will
be shipped within 48 hours of their return to work. The purchaser receives an automated response
from ONCB indicating the expected time of order fulfillment.
3. Customer concerns received by email or voice mail will be addressed by the Executive Director when
possible. The Executive Committee will be informed of less routine concerns addressed by the
Executive Director, and the ONCB will be involved as necessary.
4. The test vendor will be immediately involved by the Executive Director in any customer issues related
to exam registration or administration, with the Executive Committee informed of the issue and the
vendor response.
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