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

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

3. 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

4. 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

5. 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)

6. 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

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

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

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

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

11. 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

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