MUSC Excellence begins with a commitment to the highest standards of behavior. Each member of the MUSC team is responsible for the institution’s success and ongoing service excellence.
A commitment to excellence encompasses customer service, attitude, appearance, accountability, respect, sharing of pertinent information and teamwork.

Employees, as well as applicants, must pledge to practice the following standards of behavior for the benefit of our colleagues and the betterment of the Medical University of South Carolina.

1. I commit to understanding and exceeding customer expectations.

I will...

• keep all interactions positive
• be accountable for providing professional and reliable service in a consistent manner
• not let any personal business interfere in the delivery of customer service
• strive to provide consistency in quality of service and to exceed customer expectations
• strive to prevent customer issues and/or to resolve them in order to maintain customer confidence
• take issues to the next level if I am unable to provide assistance
• provide customer service with respect, compassion and integrity
• raise the bar on service performance

2. I commit to displaying an outstanding attitude by taking pride in the institution as if I own it.

I will...

• proudly serve our customers and the community by promoting a positive image, upholding the reputation of the institution in all that I say and do
• maintain a positive, willing and flexible attitude
• be a team player and remove the phrase “It’s not my job” from my vocabulary
• be open to constructive criticism
• embrace change and offer suggestions for resolution to problems
• show appreciation by saying “thank you”
• follow the 10/5 rule: acknowledge the person 10 feet away by making eye contact, smiling and saying “hello” at 5 feet away

3. I commit to being accountable for all of my actions.

I will...

• embrace diversity throughout the workplace and make an effort to understand the needs and differences of all members of the workforce
• respect the individuality, privacy and dignity of colleagues and customers
• adhere to the MUSC Code of Conduct
• be responsible in my use of time and all resources (to include financial resources)
• strive to exceed expectations in order to provide consistency in quality of service
• strive to be present for work during my designated working hours
• take responsibility for making sure that my actions, behaviors and decisions reflect positively on MUSC
• uphold employee, customer and institutional confidentiality
• complete all mandatory training and maintain appropriate licensure and/or credentials
• adhere and uphold all MUSC policies and procedures
• attend and participate in staff meetings and other meetings as required
  
• be punctual for meetings and appointments
  
• comply with all safety regulations
  
• commit to uphold the values of the institution

4. I commit to being mindful of my appearance and the appearance of the institution.

I will...

• take pride in the workplace and help keep my work area clean
• wear my MUSC ID badge at the lapel level with the picture facing outward
• view appearances through the eyes of the customer
• care for my equipment and the environment of the institution

5. I commit to sharing information in order to foster service, growth and understanding.

I will...

• practice telephone etiquette by answering the telephone promptly, with energy and vitality and state my name and department
• discuss internal issues with only those who need to know
• answer questions to ensure understanding and facilitate learning
• adopt and promote AIDET in all appropriate actions
• communicate any concerns, suggestions and ideas to my supervisor in an open and honest manner
• collaborate with colleagues or other departments to ensure success of the institution
• acknowledge and respond to e-mail, voice mail and other forms of communication in a professional and timely manner
• respect and listen to my co-workers’ ideas

6. I commit to collaborating with all members of the MUSC team to promote a service-oriented institution.

I will...

• “lift up”, speaking well of others
• keep all interactions positive by not engaging in negative behaviors
• show respect for all employees
• welcome new employees into my department
• support a culture that finds solutions
• work collaboratively to help others
• be proactive in identifying opportunities for individual growth and departmental improvement
• promote cooperation between co-workers/departments