document iconmyCSUSM
cougar courses logoCOUGAR COURSES
email iconEMAIL
email iconMS OFFICE APPS
password iconPASSWORD
MANAGEMENT
Your  Account:
document iconmyCSUSM
cougar courses logoCOUGAR COURSES
email iconEMAIL
office iconMS OFFICE APPS
password iconPASSWORD
MANAGEMENT
IT Strategic Plan

Focus on Customer Service

Customer service is a current reality in higher education but it is not defined using the term “customer service”. Customer service is simply treating students, staff and faculty with respect and courtesy. By taking a more customer focused approach and implementing a service excellence initiative, universities are linking service to functional synergy and retention. It is representing the university as a brand and delivering service that best represents the university as not only an institution of learning but also a brand. Addressing customer service is more important today because of the need for many institutions to compete for and retain students.

  • Expectations of services are evolving – time of day, speed of response, and many more methods (e.g. Self Service)
  • Standard operating strategies built around a Monday through Friday have already reached obsolesce
  • Are we doing the right thing; is it really what people want
  • Self-Service and In-Person Service Oriented Options
  • Effective Communications
  • Clearly Defined Service Expectations

Big Ideas (3-5 years)

  • Service catalogs - transition from technology-oriented organization into a service-oriented
  • organization
  • IITS open house/workshops
  • Training
  • Intentional communications and follow up

Campus Connection

  • Campus Community
  • Simple Understanding of Services
  • Campus Climate - Effective Communications - service oriented

What is IITS already doing related to Focus on Customer Service?

  • IITS membership on campus committees
  • Solicited feedback
  • M?? services more visible to the campus community

Who else might we need to bring into a conversation about Focus on Customer Service?

  • Web Services
  • Campus community

What may need to be expanded in terms of services, systems, etc. if Focus on Customer Service surfaces as a key area of focus from campus stakeholders?

  • Suggestion Box
  • Unified management of IITS website
  • Live Chat with technical staff

What are our internal assets and challenges to meet Focus on Customer Service needs, if adopted?

  • Resources & Staffing
  • Support Metrics
  • Silos

What are people asking for? What issues are IITS aware of?

  • One-Stop Shop
  • Friendly Approachable
  • Comprehensive communication plans for improvement of internal and external communications
  • Support delivery of targeted communications to stakeholders
  • Clear communication, hand offs, both internal and external
  • Clearly defined campus community benefits

 

What other trends overlap?

customerDownload the visual chart (PDF)

Please note: this content is visual in nature and may not be accessible to certain audiences. The HTML webpage has been optimized to be an accessible equivalent of the visual content.