Culture Change: What IT Takes to Create a Quality Customer Service

Environment

Presented By:Anne Agee, Executive Director, Division of Instructional and Technology Support ServicesAnn Genovese, Director, Client ServicesKathy Gillette, Manager, Client Services Operations

George Mason UniversityFairfax, Virginia

Copyright Ann M. Genovese, 2004. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Agenda

George Mason University’s Customer Service Culture

Concept 1: Standards Concept 2: Structure Concept 3: Communications Concept 4: Recognition Programs Wrap Up Contacts and Resources

Customer Service Culture

Think about issues related to customer service you want to address at your institution

George Mason’s Customer Service Culture Why we got involved with developing a

strong customer oriented culture 4 concepts proven successful at Mason

Standards Structure Communications Recognition Programs

Standards“Something set up as a rule for measuring or

as a model to be followed”

Why establish standards? What we did to establish standards

Identify priorities Staff surveys, group discussions Buy-in from stakeholders, decision

makers, senior management

Standards - Examples “Putting Good Service Into Action”

Pamphlet

Operating Principles – The ART of Customer Service

Customer Service Guidelines for the ITU

Problem Solving Techniques

Structure“Something made up of interdependent parts in

a definite pattern of organization”

Customer Service Standards Team Inclusiveness, Stability

Subcommittees - Made up of team members and other volunteers from the ITU Communications Training Events/Awards

Structure - Example ASK ME Program (Abilities, Skills and Knowledge

for Mason Education) Develop customer service, critical thinking,

technical knowledge, problem solving and communications skills

The four 3’s: 3 participants, 3 hours of training, 3 hours/wk, 3 months commitment

Volunteers from all areas of the ITU ASK ME Web site:

http://www.doit.gmu.edu/staff/index.asp?pID=profdev&sID=askme

Communications

Communicate, repeat the message, then repeat again!

Staff ID badges with the ART concepts on the reverse side

Sample ID Badge

Communications - Examples

ITU Customer Service web site (http://itucustomerservice.gmu.edu)

Make it dynamic, always changing to keep people wanting to come back

Recognition Programs - Examples

Customer Service Excellence Award Annual award presented during

Customer Service Week

Caught In The Act Award Quick, on the spot recognition for

providing good service

2004 Customer Service Excellence Award Winners

Wrap Up Culture change is an ongoing, never

ending process Keeping the message fresh requires

creative thinking and willingness to take risks

Satisfaction comes from positive feedback from our customers

Questions?

Thank You