I think clear and direct communication between departments is essential. I also believe that when people are equally committed to the customer service process, it creates a teamwork atmosphere for problem solving. I also believe that when people are not committed, it creates large amounts of inefficiency that affects the type of service the team can provide.
Tammie, What a great outlook, and it's so true. What are some of the things you do to learn?
Dr. Jean Norris
for any institution to be successfull we need to work as a team - without the team we will fall - I attempt to be available to assist and learn all areas of the process from admissions through graduate placement
Maria, Those kind of meetings can be so renewing! Thank you for sharing.
Dr. Jean Norris
Debbie, Owning your mistakes is a great way to learn! Allowing the comfort zone is important and sets a great atmosphere. How do your colleagues/employees react to this approach?
Dr. Jean Norris
Lance, Great awareness! What is one thing, specifically, that you can do to get to know others in your institution?
Dr. Jean Norris
I only work 20 days/year at this institution so I haven't made much effort to get to know people. I could make the effort and improve the internal environment.
I do my best to lead by exmaple. For ecample, when I make a mistake, I make sure to own up to it, laugh and make light and announce what I learned form it, or make myself approachable to other internal customers so that we can work toghther easier to make all the cusomters happy.
Bill, It sounds like you really care about your students. What is the general response of your students to your "open door" policy?
Dr. Jean Norris
At our campus we have monthly or bimonthly meeting with all departments involved. These meetings are usually catered. Achivments and /or aniversaries are announce, recognizing individual employees. Also discussed are important corporate changes, modifications and new implimintations. This keeps everyone on the same page and renewed with corperate information.
I aways provide one on one counseling with my students were anything can be discussed without any reprecautions
Dennis, That is so important! Are there other people in the institution that you can make this connection with to better the experience for the students?
Dr. Jean Norris
i connect with the other instructors in my program frequently. we share ideas, teaching strategies,etc. with the goal of helping us improve and enhance the student's learning experience.
Ted, Excellent awareness. What are some of things that you do to provide customer service?
Dr. Jean Norris
Rosa, What a great idea! How do your students respond to your customer service practices?
Dr. Jean Norris
I work at a large institution and knowing my colleagus is difficult especially with those departments I have little to no contact with. I think that by taking the time to introduce myselfto these departments and getting to know a little more of what they do in their departments would be a good place to start. I may take notes and compile a condensed versionto share with my students as a means of familiarizing them with the departments we have on campus.
Co-workers are our internal customers that need as much if not more attention as our external customers. Being attentive to their needs, having open communication and working with the same goals that move us in a positive direction.
Ted, Great point. What do you specifically do to provide service to your co-workers?
Dr. Jean Norris
Great effort should be employed to provide exceptional service to our internal customers. If we can't take care of ourselves, how can we take care of others.
Jamie, Very true. What are some of the things that you require from your co-workers?
Dr. Jean Norris
