Customer Service

What is good customer service?
What are ODU's Strengths and Weaknesses as related to customer service?
How do we get to good customer service in the context of the institution's mission, i.e. distance learning, military, etc?
Everyone on campus should consider themselves as educators and everyone should consider ethics when dealing with students, parents, peers, etc.
Who are our customers?
FERPA should be considered in discussions about customer service.
There should be on-going training (maybe required for performance evaluation) and scheduled customer service training for new employees.
How do our current policies and procedures affect customer service? Are there policies and procedures that contradict good customer service?
Are there policies and procedures that are contradictory to other area's policies and procedures?
We should look at best practices in customer service such as JMU and CNU.
Maybe there should be a university policy and procedure manual on providing good customer service.
Maybe there should be an award system for good customer service.
The policy should be that customers should be sent to no more than 1 step for resolution of a problem.
Everyone is responsible for retaining students...and as Acting President Broderick said "People know the whole from the part they see."

Chair	September Sanderlin
Steering Committee Representative	Alice McAdory
Data and Assessment Committee Representative	Worth Pickering
Committee Members	Donna Meeks Chariety Brown Stella Mims Jennifer Mullen Chiketta Lane (graduate student) Patricia Hinton Taniya LeGrand Michelle Davis (student) Paula Jamison Doug Brady (student) Stuart Frazer Teresa Darrow (student) Karen Travis Velvet Grant-Johnson Kimberly Tufts Cheryl Foreman Elizabeth Batu

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