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Customer Service Training Program Presented by the Excellence in Customer Service Task Force Academic Affairs Fiscal Affairs Student Affairs 7-2010.

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Presentation on theme: "Customer Service Training Program Presented by the Excellence in Customer Service Task Force Academic Affairs Fiscal Affairs Student Affairs 7-2010."— Presentation transcript:

1 Customer Service Training Program Presented by the Excellence in Customer Service Task Force Academic Affairs Fiscal Affairs Student Affairs

2 State of Georgia and University System of Georgia goals; Faster, Friendlier, Easier

3 Courteous Helpful Accessible Responsive Knowledgeable

4 Golden Rule – We treat others as we would like to be treated.

5 University System of Georgia Silver Award for Customer Service Institution of the Year, 2007, 2008 and 2009 Governor’s Commendation for Customer Service Excellence, 2008 and 2009

6 We continue to be Courteous, Helpful, Accessible, Responsive and Knowledgeable

7 Enhance student success by responding in a knowledgeable manner regarding new campus initiatives. Freshman Year Experience Public Safety Residence Life

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10 Macon State College Freshman Year Experience What is Freshman Year Experience? A comprehensive curricular, co- and extra-curricular program specifically designed to acculturate students to the Macon State College community and give them the tools needed to be successful in higher education and beyond. While the FYE seminar course is a large part of the program, FYE is meant to pervade the entire campus culture and be freshman student centered and supportive.

11 Macon State College Freshman Year Experience “It is reasonable to conclude that there has been more carefully conducted research on, and more compelling empirical evidence gathered for, the first-year seminar than any other course offered in the history of higher education.”

12 Macon State College Freshman Year Experience “The two most frequently assessed outcomes associated with the first-year seminar have been its impact on retention and academic performance.”

13 Student Retention Outcomes Persistence to completion of the first semester of college Persistence to completion of the first year of college Persistence to completion of the sophomore year of college Cumulative number of college credits completed Persistence to junior and senior years Persistence to degree completion Time taken to degree completion

14 Academic Performance Outcomes Cumulative GPA attained at the end of the first term of college Cumulative GPA attained beyond the first year of college GPA attained vs. GPA predicted Total number of first-year students in good academic standing Total number of first year courses passed Percentage of students who qualify for the Dean’s List and Honors Program

15 Campus-Wide Impact Promoting curriculum development Stimulating instructional development of the faculty Promoting linkages among different college programs, professional partnerships across different divisions or units, and a heightened sense of campus community Promoting positive perceptions of students among faculty and staff

16 Campus-Wide Impact Enhancing institutional awareness and knowledge among faculty, staff, and students Promoting new students’ enthusiasm for and commitment to their college Increased student utilization of campus support services and participation in campus life Facilitating student selection of a major and rate of progress toward degree completion

17 Campus-Wide Impact Enhancing college marketing and student recruitment Enhancing enrollment management and institutional revenue Early identification of first-term students who may be academically “at risk” Serving as a vehicle for gathering assessment data on students at college entry

18 Campus-Wide Impact Promoting greater gains in student development from college entry to college completion Increased student satisfaction with the institution INCREASED RETENTION, PROGRESSION, AND GRADUATION RATES

19 Macon State College Freshman Year Experience The Program A three-credit-hour course Outside the core curriculum Taken in first semester Mandatory for entering full-time, first-time students Except transfers and Learning Support Exempts MSCC 1000 and the PE requirement

20 Macon State College Freshman Year Experience Topics Typically Covered in FYE Seminars Time management- Stress management Information/Library literacy- Campus resources Campus safety- Getting involved Diversity awareness- Healthy relationships Learning styles- Study skills Financial management- Ethical decision-making Leadership opportunities- Academic advising Service learning- Higher-level thinking Career exploration- Effective communication Health and wellness- Life management

21 Macon State College Freshman Year Experience Learning Outcomes for Our FYE Seminars Critical thinking Global perspectives and citizenship Information literacy Resource literacy Ethical behavior (integrity and civility) Cultural Competency Development of personal and educational goals Appreciation of the college experience Acculturation to the Macon State College community Use of various communication styles: oral, written, and technological

22 Macon State College Freshman Year Experience Academic Schools/Divisions Academic Resource Center Advising Center Career Center Counseling Center Enrollment Management Financial Aid Institutional Advancement Library New Student Orientation Residence Life Student Life Student Support Services The FYE program complements and works collaboratively with:

23 Macon State College Freshman Year Experience Tracking and assessment Beginning fall 2010, track student outcomes using pre/post tests Beginning spring 2011, track retention and progression of the fall 2010 and subsequent Freshman Year Experience cohorts Beginning spring 2011, conduct assessment on fall 2010 and subsequent Freshman Year Experience curriculum and course deliveries

24 Macon State College Freshman Year Experience How can Macon State staff members help the FYE effort? Embrace the concept of FYE Understand the policies Refer students who may have questions Support instructors’ out-of-class activities Support campus FYE activities Take opportunities to “mentor” students

25 Macon State College Freshman Year Experience Questions?

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29 MACON STATE COLLEGE MACON CAMPUS EMERGENCY CALL CHART March 2, 2009 In the case of an emergency after normal business hours, MSC Security will be responsible for notifying building occupants of any action required. The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”: Public Safety Switchboard 2700 Plant Ops 2780; 5373 President’s Ofc 2712, 2713 External Affairs 2722, 2723 Acad.Affairs 2730, 2731 Fiscal Affairs 2728, HR 2647, 2010 Institutional Advancement 6630, 3659 Ed Tech 5380, 5381 Business 2724, Science, Math & Engineering 2751, 2749 Con. Ed 2770, 2832 Nursing 2762, 2761 Information Tech 2801,2960 Library 2709 Admissions 2800, 5326 Social Sciences 5748, 5749 Financial Aid ; 2718 Bookstore 2719, 2073 Business Office 2705 Student Affairs ; 2710 Humanities 5792, 5793 ARC 2057, 2034 Education 2544 RESA , PSC Attendees LS Auditorium Attendees Game Room Student Offices Language Lab 2611, 5769 Music 5773 Wellness Ctr 3620 Health Clinic 2092 TAC 2023 Network 5376 Call Ctr Tech Resources 2720, 2636 Counseling 2985, 2987 Theater and Rehearsal Hall Attendees Registrar 2853, 2900 Cafeteria 2858 Acad. Advising 2792 Student Supp Art Lab 5740 Development 2732, 2733 Health Sci Testing Ctr. 2050, 2547 LIB Coffee Shop 2738 WRC, as needed for information Communications for online posting and media notification 2549 Career Center 2714 Learning Support 2812, 5708

30 Public Safety Di Medcalf Regular Hours Plant Operations (Cell) Executive Director Office Bookstore Tech. Resources (cell) ARC Staff Ike Taylor NIGHTS Tech Resources ARC (cell) Bookstore (if open) Student Life Office Academic Advising & Counseling Macon State College Warner Robins Campus Emergency Call Sheet July 12, 2010 Evening Hours ‘til 8:30Day Classes The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”:

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43 Campus Emergency Notification System Macon campus Indoor and Outdoor speakers Ability to reach all outdoor areas Ability to communicate in all buildings at the same time Ability to communicate in individual buildings Can be activated by the Department of Public Safety by computer, radio frequency or cell phone Capable of broadcasting pre-recorded or live messages.

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45 Emergencies After Hours of Operations Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Phone a Public Safety Oficer at and advise the officer of the situation. The officer will meet the ambulance and escort emergency personnel to victim. Non-life threatening emergencies: Go to any campus phone, dial “9”, then “ ” and request assistance of a Macon State College Public Safety official. General Information & Telephone Numbers MSC Campus Operator: DPS Phone Number: Public Safety personnel may be reached by portable cellular phone at NOTE: Remember to dial “9” if you are calling from ANY campus phone. First Aid Supplies Minor first aid supplies (bandages, aspirin, antiseptics, etc.) can be found in the Office of Student Life and the Health Clinic. Emergencies During Hours of Operation Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Dial “9”, then “ ” for the Macon State College operator. Advise operator of the situation and ask for a security officer to meet the ambulance and escort emergency personnel to victim. Patient will be transported to appropriate medical facility. Non-life threatening emergencies: Go to any campus phone, dial “ 9”, then “ ” and advise operator of the situation. Macon State College - Macon Campus Emergency Care Procedures Guide The objective of the College is to place a sick or injured individual into the care of family, personal physician, or medical facility.

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47 It’s more than an option… It’s an opportunity.

48 Residence Life or Housing Residence Life – A dynamic program for residential students to gain leadership experience, learn life skills, and become active members of a campus community Housing – The process of providing living arrangements for students on a college campus

49 Professional Residence Life Staff Director of Residence Life Dr. Chris Summerlin Previously director at Shorter and Darton College 6 + years in Residence Life and Housing Residence Life Coordinator Keigan Evans Previously RLC at Georgia Southwestern University 3 + years in Residence Life and Housing Live-on staff – Milton Johnson

50 Student Staff Resident Assistants 6 Student Staff Representing various areas of the campus community Live-on staff Provide after hours assistance CPR/First Aid Certified

51 Educational Goals Learning Communities for various degree programs Tutoring and Mentoring programs on property Programming and activities for student body Support services to aid academic development Cooperative programs and events with academic departments

52 Keys to Residence Life Active community for learning and living Building connections with campus personnel, resources, and fellow students Support network for residential students Enhanced involvement and opportunities for leadership development and growth

53 College Station RESIDENCE LIFE FLOOR PLANS Conveniently located near campus and close to friends and classes Campus Police and security Spacious floor plans are equipped with a washer and dryer in each unit plus full size kitchen appliances Fully furnished apartments Free Internet and cable television Resident's Clubhouse includes mail boxes, pool table, stereo and flat screen TV's, ping- pong table & free wi-fi in Clubhouse. Swimming pool Fun community events Private bathroom with large closets

54 Eligibility Requirements Be enrolled in 12 semester hours of college-level courses. Students must exit any Learning Support requirements before residing on campus. Be between the ages of years old. Maintain academic good standing. Have a satisfactory student conduct history and criminal background check.

55 Application Process For premium consideration, submit completed application including required $50.00 Application Fee and $ Deposit Payment to the Macon State College Office of Residence Life no later than August 1, To apply for on-campus living at Macon State: Complete the Residence Life application. Submit completed application form and $ (Application Fee $50.00 and Deposit Payment $250.00) to the Office of Residence Life, 100 College Station Drive, Macon, GA Questions? Contact the Office of Residence Life at or Students will be notified by the Office of Residence Life of their housing status.

56 How can Macon State staff members help the Residence Life program? Embrace the concept that Macon State is now a residential institution Understand the policies Refer students who may have questions Support Residence Life activities Take opportunities to “mentor” students Take a tour of College Station

57 Questions

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