1. You Matter: Camp Won’t be Successful Without You Ryan West OASFAA Conference 2016

2. Welcome! What are some of the qualities we see in good customer service within your functional area in student services? – and/or – What are the successful professional qualities or traits that make a successful student services professional?

3. Customer Service Means… Please get into groups of about 5 people – as best as can be done, don’t hang with people from your own office In the envelope you’ll find words and phrases that when assembled provide 7 definitions of customer service Assemble the definitions – the first team with them all will receive a prize!

4. Customer Service What are some companies or organizations that you think of when you think about good customer service? What are some companies or organizations that you think of when you think about poor customer service? What contributes to those factors? We know bad customer service when we experience it.

5. In Search of Excellence Best-selling book first published in 1982 by Tom Peters and Robert H. Waterman, Jr. Focused on how corporations that were innovative and profitable were managed The book cited 8 themes that the authors attributed to the success of the companies profiled

6. In Search of Excellence Themes  A bias for action, active decision making – “getting on with it.” Facilitate quick decision making & problem solving tends to avoid bureaucratic control  Close to the customer – learning from the people served by the business  Autonomy and entrepreneurship – fostering innovation and nurturing “champions.”  Productivity through people – treating rank and file employees as a source of quality.  Hands-on, value-driven – management philosophy that guides everyday practice – management showing its commitment.  Stick to the knitting – stay with the business that you know.

7. In Search of Excellence Themes  Simple form, lean staff – some of the best companies have minimal HQ staff.  Simultaneous loose-tight properties – autonomy in shop-floor activities plus centralized values.

8. In Search of Excellence Back to the Future – can you guess what year this was made?