Learn how to assess your current level of customer service on campus. During the program, you will walk through both a physical environment, or “servicescape,” scan and a communications audit. The results of these audits will allow you to evaluate how your office or department’s physical environment and communications are affecting the service you provide.
Throughout the webcast, you will also hear a detailed case study from Michigan Technological University. This case study will allow you to see how Michigan Tech successfully implemented a Service Innovation Committee and developed a Customer Service Manifesto to help operationalize a meaningful service culture shift on their campus.
“This webcast provided information and tools that could be used easily to improve customer service.”
– Pam Johnson, Associate Dean for Institutional Advancement and Community Services, Gadsden State Community College
Practical Tools and Resources
You will leave the webcast equipped with the following tools and resources to help you conduct an audit of your own customer service culture on campus, including:
- 6-page servicescape audit worksheet
- 4-page communications audit worksheet
- Sample copy of the Michigan Tech student satisfaction survey
- Copy of Michigan Tech’s Customer Service Manifesto
Who Should Attend
This program is appropriate for higher education professionals who are seeking to gain a better understanding of their current customer service culture, and would like to learn how to operationalize the changes they may make as a result of their findings.