Golden Gate University

Welcome to New to GGU Drop-in Lab

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Learning objectives

By the end of this session, you will know how to: Locate information on the GGU Intranet Use GroupWise appointments and calendar Demonstrate GGU customer service standards

in person, by phone, and by email

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Topics

GGU Essentials

History, culture, intranet, FAQs

Customer service standards

GroupWise calendar & email

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GGU Essentials

Pay dates: 15th and last day of month Automatic deposit pre-note Human Resources on GGU intranet• Employee handbook• Forms• Jobs aids, elearning

Sexual harassment prevention training GGU terms

GGU HistoryHighlights

Summary

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GGU History—the early years

1901 San Francisco YMCA foundsYMCA Evening Law School

Adult education program renamed Golden Gate Evening College

•YMCA Law School incorporated to confer degrees

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GGU History

Northern California's first evening program for students seeking an MBA degree in 1950

1972: The college becomesGolden Gate University

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GGU History

1979: A six-story “west wing” addition to 536 Mission is completed

Confers more MBA degrees annuallythan any other university in Northern California

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Mission, vision, and values

GGU is an independent center of in-person and virtual learning that changes the lives of adult students through professional practice degree, certification, and life-long learning programs in business, law, tax, technology, and related professions.

Complete description

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GGU Today

http://www.ggu.edu/about Tuition remission Cohorts 2004 Strategic Update

from President Friedman

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Facts

Key information about the university:Write three facts ______________________________________________________________________________________

Little-known information_________________

What’s on the intranet?

Employee HandbookForms, timesheetsInformation

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Employee handbook highlights

Tuition remission Sick and vacation time Jury duty Bereavement leave Leave of absence Grievance process (bargaining-unit employees)

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Holidays

The university observes the following holidays each calendar year:

• Martin Luther King Jr. Day• Presidents’ Day• Memorial Day• Independence Day (July 4)• Labor Day• Thanksgiving and the day after• Christmas Day (plus the day before or after)• New Year’s Day (plus the day before or after)

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Vacation and sick leave

One floating holiday (eligible, non-faculty employees) per fiscal year (July 1 – June 30)

If unused, floating holiday paid July 15 (after close of fiscal year)

Staff—3 weeks vacation per year Bargaining unit—details in handbook

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Recording time worked, time off

Timesheets Instructions for timesheets (managers) Exempt time-off reporting (PA-4)

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Resources

Employee assistance program (EAP) Students—counseling services University Library Calendar

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1. GGU Employee Handbook_______________2. Timesheet for non-exempt staff___________3. Locate information about p card_____________4. Vacation accrual per pay period ____ hrs5. Submit completed benefits enrollment forms

within _____ days of hire6. Address for sexual harassment prevention training

______________________________________

GGU Intranet

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GroupWise

Email and calendar, meeting maker (appointments)

Upgrade from 5.5 to 6.5 GroupWise Quick Reference Guide Home access to GroupWise

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Golden Gate University Customer Service Standards We have committed ourselves to provide exceptional customer service, delivered consistently throughout all administrative and academic departments of Golden Gate University. To support our commitment, we have established guidelines to follow to ensure that all members of the Golden Gate University community are treated courteously, promptly, and respectfully in person, by telephone, through the Internet and in email correspondence. General Guidelines:·         Make eye contact, smile, say hello when people enter. Your greeting will set the tone.·         Treat all people just as you would want to be treated: with courtesy and respect.·         Behave in a consistently professional manner to all people.·         Remain sensitive to diversity of all kinds.·         Adhere to posted office hours. Telephone Guidelines:·         Answer the phone with a smile.·         Utilize a script for dialogue protocol.·         Designate a live person to answer calls. Design and put in place a system to rollover calls.·         Answer phone calls by the third ring.·         Identify your name and the department, school or region.·         Return all calls and messages within one business day.·         Record an out-of-office greeting on voicemail when absent from the office.·         When another department needs to be involved, transfer the call to the appropriate party, identify problem and introduce the caller.·         Ask permission before putting someone on hold. Do not put someone on hold for more than two minutes. Check back frequently with callers who are on hold. E-mail Guidelines:·         All e-mail inquiries should receive a response within one business day.·         Remember that e-mail is a business communication tool. Proofread your e-mail before sending.·         Do not use e-mail to resolve interpersonal conflicts.·         Use automatic return replies when you are out of the office (be sure the automated response is ONLY for the sender, NOT for cc’s).

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Customer service—test your knowledge

List of True or False questions.

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For your attention and participation

Thank you