Student Service is Customer Service Tara Hardee and Michelle Taylor November 7, 2017

Topics Standardizing Service Benefits Addressing Barriers Building Leadership Skills/Return on Investment

Standardizing Service Context CSUDH: 14,000 students First Generation Students of Color 94% Pell eligible Admissions and Records Office Transitioning to a One Stop 3 full time service staff, 5 student assistants

Standardizing Service In-Person Communication Variety of age groups on campus between students and staff Entry Level positions = first professional position Physically small campus, many offices choose to come in person with their questions (even with no scheduled appointment) Providing Directions / Paper Forms Run Around, actually running around

Standardizing Service Training 45 minute training session catered to public higher education Campus specific scenarios Included FERPA scenarios Core Principles of every interaction Tools Referral Form “One Step Closer” Dedication and Positive Reinforcement for the use of Power Phrases Empowerment (built into the professional development process)

Standardizing Service: Training Outline What do we do at CSUDH? How do we do it? Customer Service Tenants Dialogue Emotional Labor Why does it matter? Student Validation Professional identity Representation

Standardizing Service Core Practices 4 elements of every interaction Developed by staff representatives from 4 offices

Standardizing Service Division by Division Student Affairs Housing DAF Student financial services Academic Affairs Advising Department Office

Benefits Student Experience Connections Accountability Decrease in confusion Connections Staff Connections Accountability Opportunities to learn Campus Partnerships Advertising tools for related information

Addressing Barriers Office/Campus Culture Staff Motivation Managing Expectations Staff promotional videos Sustainability Built in data collection points with the tools Staff feedback?

Building Leadership Skills/ Return on Investment Workplace Etiquette/A Reflection of You Proactive Employee Doing more than the Minimum/Exceed Expectations Institutional Knowledge Representation Professional Image

Building Leadership Skills/ Return on Investment Employee Engagement Feedback (Give & Take) Professional Development Vision & Goal Setting Professional Self-Reflection Be an Example & Inspiration