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Customer Service

Purpose Statement

The Developmental English Department will provide quality remedial instruction in reading and writing to all students in need of these basic skills in preparation for future academic course work. The instruction will occur with the assistance of appropriate placement and assessment, quality classroom instruction, tutoring, specialized laboratory experiences, advising, and study seminars. The department will deliver this instruction with the highest standards and work with students to help them attain their goals.

Customer Service Principles

The customer service principles of the Developmental English Department, which provides didactic services to Texas State Technical College (TSTC) students, establish the foundation of the Developmental English Department. The Developmental English Department pledges to

provide service (instruction and guidance) and support (encouragement and assistance) to all TSTC students.

prepare students (through superior instruction and dedication) intellectually with the discipline and skills needed for academic success and the fulfillment of life's goals.

remedy any and all students' problems and/or concerns utilizing every means available.

maintain and strive to surpass our faculty's and staff's rigid academic standards through intra-departmental support of faculty and staff in their distribution of knowledge.

meet the academic needs of all students in a timely and professional manner.

Customer Service Goals, Objectives, and Standards

The Department of Developmental English will follow the principles of the department with constancy. The department's principles will be effected through the below outlined policies and conduct. The Department of Developmental English will strive to

preserve and make possible educational opportunity for each post-secondary student.

develop, in each student, the skills and attitudes necessary for the attainment of academic career and life goals.

ensure proper placement by assessing each student's level of preparedness for college course work.

maintain academic standards by enabling students to acquire competencies needed for success in mainstream college courses.

enhance the retention of students.

promote the continued development and application of affective learning theory.

Process for Receiving Information and Filing Complaints

The Department of Developmental English will furnish timely and pertinent information and will address conflicts or uncertainties on the part of the student. Student opinions will be received, respected, reviewed and resolved diplomatically and promptly. To resolve any conflict, see complaint process below.

Complaint Process

Initially, seek reconciliation of a conflict with an instructor. If further attention is needed to fully resolve a conflict, contact the department chairperson. If complete satisfaction regarding said grievance is not obtained through the department, contact the Vice President of Student Development, at (956) 364-4300.

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