A New Approach to Customer Service
Why am I here?
Why I’m here
Purpose/Benefits of new Client Relations Mgr. position Reorganization into a Shared Service Model Moving from being a reactive organization to being proactive with the services we provide Fostering a customer-centered focus by understanding Clients needs on a one-to-one basis Adding value by providing value analysis reporting, problem solving and facilitating change
How I spend my time Resources Services Operations Visits One-on-One Department Outreach Meetings Solutions Assist w/problems Activity reporting
Division of time spent
Resources Services Req/PO processing RFx needs Contract Administration Vendor Management Surplus/Asset Management Operations Hotline Purchasing Card PeopleSoft eProcurement “Show Me Shop”
Visits One-on-One Specific projects/issues Training New Employees Vendor requests Department Outreach Meetings Strategic team meeting, including Dean/Department Head Understanding goals/objectives Provide reporting Action/follow-up
Problem Solving Primary point of contact Quick resolution to phone/ inquires Purchasing Card changes Contract administration assistance Liaison to supplier services
Q & A Sharing time – what do you do?