[James Conner]

Hi Courtney,?

Something that has worked for us, is having a general training session for all student staff together. Cover customer service, safety/emergency response, general expectation, etc. Anything which is the same for all staff. This way all staff is receiving the same information at the same time. Once this session is over, we would break into our respective areas for more area specific training (operations, hotel, programs, etc.).?

I hope this helps some.

——————————
James Conner
Assistant Director for Operations, L.A. Pittenger Student Ce
Ball State University
Muncie IN
(765) 228-9173
——————————
——————————————-
Original Message:
Sent: 06-20-2024 14:23
From: Cortney Denbow-Goff
Subject: Training on Customer Service

Hello all!

We are looking at revamping our customer service training and would love to hear what others are doing that works for you. We have students in a multitude of areas (game center, information desk, audio visual technicians, room setup, student organization specialists, etc.) that are all customer-focused, though some more directly than others, which makes it challenging to get everyone on the same page of customer service. Looking for philosophies, activities, general ideas, anything customer service related! Thank you in advance! 

——————————
Cortney Denbow-Goff
Assistant Director, Facilities and Operations
Missouri State University
Springfield MO
——————————

[Deanna Cahoon-Draus]

Hi Cortney!

Though I typically try to have a customer training-focused session if time allows, I’ve found that, recently, it’s been better to integrate customer service through empathy building, real-life examples, and from a weekly approach. Preferably some sort of example in each training session.

So for example, when I’m introducing to new Building Managers why it’s important to do a bathroom check -? asking them how they feel about when they go up to a public sink, wash their hands, and the sink looks gross or water from the edge gets on their pants. It seems to click a little more than just telling them they need to do a bathroom check. In the past, our student employees would have just done it because we told them it was important and they needed to do it, but we’ve noticed more in recent years that students need to understand the why behind what they are doing.

I also have the students sign up for the Jeff Toister Customer Service Tip of the Week Newsletter. Weekly it gives a Customer Service tip that is succinct and a level that is helpful for student employee skill sets. I like that it’s easy access to more learning for student employees that I don’t have to facilitate myself (though I also get the newsletter). You can sign up for the newsletter here

Recently, I found this LinkedIn course on basic business etiquette that I plan on integrating in the Fall so that all students are on the same page around communication expectations with staff and customers https://www.linkedin.com/learning/business-etiquette-phone-email-and-text-20203109/business-etiquette-for-today-s-workplace?

For context, I oversee the Building Managers, Info Desk, and Student Organizations!

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————
——————————————-
Original Message:
Sent: 06-20-2024 14:23
From: Cortney Denbow-Goff
Subject: Training on Customer Service

Hello all!

We are looking at revamping our customer service training and would love to hear what others are doing that works for you. We have students in a multitude of areas (game center, information desk, audio visual technicians, room setup, student organization specialists, etc.) that are all customer-focused, though some more directly than others, which makes it challenging to get everyone on the same page of customer service. Looking for philosophies, activities, general ideas, anything customer service related! Thank you in advance!?

——————————
Cortney Denbow-Goff
Assistant Director, Facilities and Operations
Missouri State University
Springfield MO
——————————

[Z Paul Reynolds]

Hey Deanna:

Thanks for sharing this info!  I’ve signed up for the weekly customer service tip and directed my full-time staff to do so as well.  Want to see what comes throughout the summer and, potentially, looking to have our student staff sign up in the fall.

Curious – how would you deliver the LinkedIn training to all of your staff?  Looks like you have to have a premium account.  Wondering if everyone that takes the course also has to have a premium account.  

Thanks again for the share!

Paul

——————————————-
Original Message:
Sent: 6/21/2024 8:55:00 AM
From: Deanna Cahoon-Draus
Subject: RE: Training on Customer Service

Hi Cortney!

Though I typically try to have a customer training-focused session if time allows, I’ve found that, recently, it’s been better to integrate customer service through empathy building, real-life examples, and from a weekly approach. Preferably some sort of example in each training session.

So for example, when I’m introducing to new Building Managers why it’s important to do a bathroom check –  asking them how they feel about when they go up to a public sink, wash their hands, and the sink looks gross or water from the edge gets on their pants. It seems to click a little more than just telling them they need to do a bathroom check. In the past, our student employees would have just done it because we told them it was important and they needed to do it, but we’ve noticed more in recent years that students need to understand the why behind what they are doing.

I also have the students sign up for the Jeff Toister Customer Service Tip of the Week Newsletter. Weekly it gives a Customer Service tip that is succinct and a level that is helpful for student employee skill sets. I like that it’s easy access to more learning for student employees that I don’t have to facilitate myself (though I also get the newsletter). You can sign up for the newsletter here

Recently, I found this LinkedIn course on basic business etiquette that I plan on integrating in the Fall so that all students are on the same page around communication expectations with staff and customers https://www.linkedin.com/learning/business-etiquette-phone-email-and-text-20203109/business-etiquette-for-today-s-workplace 

For context, I oversee the Building Managers, Info Desk, and Student Organizations!

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————
——————————————-
Original Message:
Sent: 06-20-2024 14:23
From: Cortney Denbow-Goff
Subject: Training on Customer Service

Hello all!

We are looking at revamping our customer service training and would love to hear what others are doing that works for you. We have students in a multitude of areas (game center, information desk, audio visual technicians, room setup, student organization specialists, etc.) that are all customer-focused, though some more directly than others, which makes it challenging to get everyone on the same page of customer service. Looking for philosophies, activities, general ideas, anything customer service related! Thank you in advance! 

——————————
Cortney Denbow-Goff
Assistant Director, Facilities and Operations
Missouri State University
Springfield MO
——————————

[Deanna Cahoon-Draus]

Hi Paul! Glad the newsletter was helpful!

For LinkedIn, our campus has access to the premium account, so maybe check in with your technology department if your campus has bought the rights to use it? I think everyone who watches it has to have an account, but a workaround could be for one person to buy the premium account and show the videos during a training session on a projector.?

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————
——————————————-
Original Message:
Sent: 06-21-2024 12:31
From: Z Paul Reynolds
Subject: Training on Customer Service

Hey Deanna:

Thanks for sharing this info!  I’ve signed up for the weekly customer service tip and directed my full-time staff to do so as well.  Want to see what comes throughout the summer and, potentially, looking to have our student staff sign up in the fall.

Curious – how would you deliver the LinkedIn training to all of your staff?  Looks like you have to have a premium account.  Wondering if everyone that takes the course also has to have a premium account.  

Thanks again for the share!

Paul

Original Message:
Sent: 6/21/2024 8:55:00 AM
From: Deanna Cahoon-Draus
Subject: RE: Training on Customer Service

Hi Cortney!

Though I typically try to have a customer training-focused session if time allows, I’ve found that, recently, it’s been better to integrate customer service through empathy building, real-life examples, and from a weekly approach. Preferably some sort of example in each training session.

So for example, when I’m introducing to new Building Managers why it’s important to do a bathroom check –  asking them how they feel about when they go up to a public sink, wash their hands, and the sink looks gross or water from the edge gets on their pants. It seems to click a little more than just telling them they need to do a bathroom check. In the past, our student employees would have just done it because we told them it was important and they needed to do it, but we’ve noticed more in recent years that students need to understand the why behind what they are doing.

I also have the students sign up for the Jeff Toister Customer Service Tip of the Week Newsletter. Weekly it gives a Customer Service tip that is succinct and a level that is helpful for student employee skill sets. I like that it’s easy access to more learning for student employees that I don’t have to facilitate myself (though I also get the newsletter). You can sign up for the newsletter here

Recently, I found this LinkedIn course on basic business etiquette that I plan on integrating in the Fall so that all students are on the same page around communication expectations with staff and customers https://www.linkedin.com/learning/business-etiquette-phone-email-and-text-20203109/business-etiquette-for-today-s-workplace 

For context, I oversee the Building Managers, Info Desk, and Student Organizations!

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————

Original Message:
Sent: 06-20-2024 14:23
From: Cortney Denbow-Goff
Subject: Training on Customer Service

Hello all!

We are looking at revamping our customer service training and would love to hear what others are doing that works for you. We have students in a multitude of areas (game center, information desk, audio visual technicians, room setup, student organization specialists, etc.) that are all customer-focused, though some more directly than others, which makes it challenging to get everyone on the same page of customer service. Looking for philosophies, activities, general ideas, anything customer service related! Thank you in advance! 

——————————
Cortney Denbow-Goff
Assistant Director, Facilities and Operations
Missouri State University
Springfield MO
——————————

[Eric Engler]

Courney,

We put this together a while back. We are putting it together again after COVID halted the program. Essentially we have the overall program and several models we use for different situations. The main model is home grown “G.R.E.A.T. Customer Service” Greet, React, Embrace diversity, Attitude as an attribute, & Thank you. The initial introduction is at New Student Employee Orientation NESO. Each letter then has its own training session (10 to 15 minutes) that is presented by different students and staff at regularly scheduled staff meetings. We focus on the very basics of communication. Instead of a one and done training it keeps it going for the semester/year and in a perfect world keeps the conversation going. It is involved but when established it works well and gets a lot of people involved with a good dose of professional development. Let me know if you want to know any more about the program. Respectfully,

Eric

Customer Service is any interaction that enhances the ability of our customers to realize the full potential value of the Illini Union’s programs, products, and services. Customer Service is about providing timely and responsive service with integrity, simplicity, and a passion for excellence while striving to exceed our customers’ expectations.

As the “community center” for the University of Illinois, our customer service program contributes to building an inclusive community by providing enthusiastic support to our customers and consistently delivering the best experience possible. Through purposeful employment our customer service program intends to provide growth and development opportunities for both student and professional staff.

Customer Service Goals

????????? Establish guidelines for a customer service program:

o?? Define our customer service program

o?? Select a customer service model in collaboration with Human Resources (they are currently utilizing the G.R.E.A.T. customer service model)

o?? Decide who should attend training sessions

o?? Establish expectations for how soon staff should attend training after having been hired

o?? Decide who should be involved in presenting training sessions

o?? Establish how, when, and by whom training content is developed, edited, and updated

????????? Establish common standards:

o?? Develop customer interaction standards:

?? Proper greetings

?? Phone etiquette

?? Email/Letters etiquette

o?? Discuss how personal standards such as timeliness and dress code compliance apply to customer service

? ??

Customer Service Program

Fundamentally, good customer service is good communication. Our customer service program is an ongoing conversation that focuses on improving our communication skills hence our customer service skills. The conversation is what is most important, not the strict application a model. The GREAT customer service model, that we are currently utilizing, serves as a common reference point to help support and focus the conversation. The more we are involved in the conversation the more potential there is for improving our skills. The training sessions that are being developed provide formal opportunities to introduce fundamental concepts to the conversation. The success of the program is dependent upon how much staff members, at all levels, invest in the conversation.

Customer service program vital elements:

1.??? Continuity from initial training to individual areas

2.??? An ongoing consistent effort throughout the year

3.??? Professional and student staff involvement

1. Continuity

The training provided at new student employee orientation (NSEO) is an introduction that needs to be followed up in individual areas. Professional staff as well as student staff must have an understanding of the basic concept of the Illini Union customer service model. Lacking continuity the training is a one-time occurrence and the message will be fractured, ignored, or forgotten diluting the positive impact the initial training may have had.

2. An ongoing consistent effort

In any training model the need for additional exposure to the material is beneficial to promote acceptance and effective development of the concept. Whatever customer service model is applied a consistent application of the model is necessary to promote its acceptance and successful application. Therefore supervisors, professional and student staff must have a consistent message to provide a shared reference. Other models and concepts may be used for specific applications however there needs to be carry over from the initial training. The efforts need to be ongoing with inclusion in staff meetings and other exposure throughout the year.

3.? Professional and student staff involvement

For a customer service program to be effective it needs to involve supervisors as well as front line professional and student staff. This is accomplished by including professional staff and students ?presenting in pairs.

By presenting in pairs, one professional staff member and one student allows us to:?

1.??? Build a better understanding of a shared customer service model

2.??? Provide professional development opportunities for student and professional staff members

3.??? Create a better understanding of the Union as a whole for all staff members

4.??? Provide a shared reference when developing training aids such as the scenarios the customer service committee is developing

5.??? Expose the professional staff to the same information the students have from their orientation so they know standards and expectations

A working group of student managers/mentors/leads develops:

1.??? the customer service program

2.??? provides ongoing customer service training for individual areas

3.??? updates scenario to keep the program fresh and relevant

?

——————————
Eric Engler
Asst Director, Operations
University of Illinois Urbana-Champaign
Urbana IL
(217) 244-4195
——————————
——————————————-
Original Message:
Sent: 06-20-2024 14:23
From: Cortney Denbow-Goff
Subject: Training on Customer Service

Hello all!

We are looking at revamping our customer service training and would love to hear what others are doing that works for you. We have students in a multitude of areas (game center, information desk, audio visual technicians, room setup, student organization specialists, etc.) that are all customer-focused, though some more directly than others, which makes it challenging to get everyone on the same page of customer service. Looking for philosophies, activities, general ideas, anything customer service related! Thank you in advance! 

——————————
Cortney Denbow-Goff
Assistant Director, Facilities and Operations
Missouri State University
Springfield MO
——————————