1 The Bauer Image Staff Development Session September 26, 2003

2 The Bauer Image Series of Staff Development Sessions on Professionalism and Customer Service Development Team  Liz Fletcher, Associate Dean  Frank Kelley, Director of Undergraduate Business Programs  Ruby Haroon, College Business Administrator  Pam Jones, Program Director of EMBA  Amy Vandaveer, Marketing Coordinator of EMBA

3 Vision… The vision of the Bauer College of Business is to become a premier metropolitan business school.

4 What is the Product of the Bauer College and Who are the Customers?

5 Bauer College Customers External Customers  Corporate Representatives  The Community  Students and Prospective Students  Alumni Internal Customers  Staff  Faculty

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7 Customer Service Attributes Tangibles Reliability Responsiveness Assurance Empathy

8 The Bauer Image The Good, The Bad, and The Ugly

9 The Bauer Image… The Good

10 The Bauer Image… The Bad

11 The Bauer Image The Ugly

12 The Bauer Image… The image of the Bauer College of Business one created, fostered and encouraged by each of us. Together we can create an image of superior customer service and professionalism.

13 Tangibles Being present to represent Professional Attire and Attitude Going above and beyond duties to fulfill customer needs  Follow up with commitments  Consistency  Politeness  Ownership and responsibility

14 Reliability Accessibility during established university hours  Punctuality, answering phones, lunch hours If absent, take responsibility for your work Don’t impede upon others work areas and time Know other departments, staff, what is going on  Be a good representative and reference for the college

15 Responsiveness Correspondence  Phones  s  Questions Follow through with commitment Personal communication  Tone of voice  Speech patterns (slang, profanity)  Body language

16 Assurance Credibility – you have to believe what you say and do before the other person will Follow through to assure job was done Ask about the service, say thank you Policies and procedures are followed

17 Empathy Listen  Full balloon – let out all the air  Relay back problem stating you understood what they said  Focus on solution  Take action to resolve issue  Follow up Focus on solution Seek results Follow up Remain impartial

18 Internal Customers Urgent to YOU doesn’t mean urgent to everyone Policies and rules apply to all Your opinion is not a decision, rather just an opinion Yelling is NEVER appropriate  Nastiness doesn’t equate effectiveness

19 The Bauer Mantra Respect of self Respect of others Respect of property

20 Do you know your P’s & Q’s? An etiquette quiz

21 Stump Amy and Pam Questions

22 Evaluation Please be honest! Suggestions on subject matter Suggestions for future topics Comments on presentation