Southwest Technical Resource Center a member of the Texas A&M System, enters into this "Compact with Texas" - an agreement to provide services following a set of guiding principles. This compact also sets forth the rights of customers/students and defines the standards customers/students should expect.

Name and Contact Information of Customer Service Representative

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Michael Merchant, PhD
Urban Entomologist
Texas AgriLife Extension
17360 Coit Road
Dallas, Texas 75252-6599
USA
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Phone: 972-952-9204
FAX: 972-952-9632
email: m-merchant@tamu.edu
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Agency Services Offered

Southwest Technical Resource Center provides Services Here.

Customer Service Principles and Measures

Southwest Technical Resource Center maintains a student/customer policy of courtesy, respect, and accessibility. The following areas are included in the Customer Service Principles and Measures:

1. The facilities of Southwest Technical Resource Center shall be well maintained, easily accessible to all customers, and clearly marked with appropriate directional and informational signage. The maintenance of the facilities shall emphasize cleanliness.

2. The staff of Southwest Technical Resource Center is dedicated to quality customer service and this job responsibility is included in all employee appraisals, measured by immediate supervisors. All employees must identify themselves and their operational unit by name when responding to telephone calls. The use of name badges is encouraged.

3. Communications with customers will emphasize courtesy, accuracy and efficiency. This function will incorporate the following:
Availability of toll-free numbers, on-line services, voice and electronic mail services and Dallas telephone numbers.

4. The Internet URL will be available to all customers. The website will be user friendly. Internet and informational complaints and questions shall be directed to the Customer Service Representative as designated at Southwest Technical Resource Center.

5. Service Timeliness. The institution will respond to each customer inquiry in a timely manner irrespective of the nature or mode of the inquiry. Timely manner may be described as:
· E-mail questions are to be answered within two (2) working days.
· Written requests are to be answered within five (5) working days.
· Telephone requests are to be answered within two (2) working days.
· In person requests are to be answered immediately when possible, with a follow-up time period of two (2) working days under extenuating circumstances.

6. All printed materials from Southwest Technical Resource Center are to be accurate and timely.

Complaint Handling Process and Procedures

Academic and student services related complaints are to follow the chain of command as outlined in the Student Handbook, which is available to all customers.

Customer Service complaints are to be reported, verbally or written, to Janet Hurley, Program Coordinator. Customers shall expect a complaint summary settlement report within five working days.