Shannon Gormley

Thank you for sharing your best practices, Keith. There are quite a few "gems" in here that other participants might find particularly helpful in promoting their institutions/events. Your insight and experience is very much apprieciated. Shannon Gormley

Keith, Excellent contributions! It looks like you have thought through every avenue that would be important for your media kit. Keep up the great work. Shannon Gormley

Katherine, thanks for sharing. I find this trend really interesting especially since we are seeing an increase in customer focused practices. I wonder, what have you found to be the most helpful with this program? Shannon Gormley

John, Thanks for sharing. Staff and faculty evaluations can be very helpful to see what is working well and what could use improvements. What are some of the areas that you measure in your evaluations related to customer service? Shannon Gormley

Cory, I like your father's quote, thank you for sharing it. Taking the time to evaluate/assess your performance may not always be convenient or easy - but it's something that will help you to continue to improve. It gives you the chance to take a step back and say "what more can I do or learn to become even better". All the best to you as you continue to educate yourself and ultimately increase your success! Shannon Gormley

Excellent practices, Cory! I get the sense that you've made your internal customers a priority at your institution, which is great. Most days, it's the simple things that make all the difference, like asking "how can I help?" or "how's your day going?" I imagine your internal customers appreciate your efforts and find your enthusiasm a bit contagious. Keep up the great work. Shannon Gormley

Cory, thanks for your input. It sounds like your department runs smoothly for the most part. I like that you said that there is always room for improvement. Now that you are aware of that, what is your plan moving forward? Shannon Gormley

Thanks for sharing how you work with your external customers, Cory. It sounds like you stay pretty busy making sure that these individuals are properly cared for, which is wonderfule. I especially like that you have established check points throughout a student's schooling to check in with them and assess their needs, concerns, and progress to goal. It looks like your institution is all about developing positive relationships within and outside the organization. Keep up the good work! Shannon Gormley

Cory, Thanks for sharing. You have some great insight to customer service. I like what you said about follow-up and too many times this is a missed opportunity for so many folks. Keep up the great work. Shannon Gormley

Excellent observation, Maritzza. It can be a challenge to manage the multiple touch points that your customer comes in contact with on a daily basis. I get the sense that your institution tries it's best to keep everyone on the same page and offer transparency to all departments regarding the service provided.