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Culture Change: What IT Takes to Create a Quality Customer Service Environment Presented By: Anne Agee, Executive Director, Division of Instructional and.

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Presentation on theme: "Culture Change: What IT Takes to Create a Quality Customer Service Environment Presented By: Anne Agee, Executive Director, Division of Instructional and."— Presentation transcript:

1 Culture Change: What IT Takes to Create a Quality Customer Service Environment Presented By: Anne Agee, Executive Director, Division of Instructional and Technology Support Services Ann Genovese, Director, Client Services Kathy Gillette, Manager, Client Services Operations George Mason University Fairfax, Virginia Copyright Ann M. Genovese, 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.

2 Agenda George Mason Universitys Customer Service Culture Concept 1: Standards Concept 2: Structure Concept 3: Communications Concept 4: Recognition Programs Wrap Up Contacts and Resources

3 Customer Service Culture Think about issues related to customer service you want to address at your institution

4 George Masons 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

5 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

6 Standards - Examples Putting Good Service Into Action Pamphlet Operating Principles – The ART of Customer Service Customer Service Guidelines for the ITU Problem Solving Techniques

7 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

8 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 3s: 3 participants, 3 hours of training, 3 hours/wk, 3 months commitment Volunteers from all areas of the ITU ASK ME Web site: rofdev&sID=askme

9 Communications Communicate, repeat the message, then repeat again! Staff ID badges with the ART concepts on the reverse side

10 Sample ID Badge

11 Communications - Examples ITU Customer Service web site (http://itucustomerservice.gmu.edu)http://itucustomerservice.gmu.edu Make it dynamic, always changing to keep people wanting to come back

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13 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

14 2004 Customer Service Excellence Award Winners

15 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

16 Questions?

17 Thank You


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