1. Excellence in Service Statement:
Feedback Session
THOMPSON RIVERS UNIVERSITY | February 2017

2. Student Services Review:
Recommendations from the Keeling and Associates on Student Life Programs and Academic Support Services Review
Two foundational recommendations:
TRU should make, communicate, and hold itself accountable to an institutional commitment to improving and enhancing the student experience.
Establish a culture of student-centered work and customer service, including but not limited to the tone of offices, how advising is delivered and discussed, how students are greeted and escorted between services and how students are represented in communications and online.

3. Guiding Documents Brand Model Strategic Priorities
Mandate and Mission Statement
IPE Statistics

4. Building the Service Statement
Excellence in Service Statement is drafted
Feedback is gathered
Finalize Service Statement
Steps outlined:
Meet to discuss initiative and provide feedback to chairs
Partake in the Charter process to initiate TRU Service Statement draft
Gather feedback from departments about draft
Revisions to committee
Champion communication of TRU Service Statement to their departments
Provide input on training and professional development Phase 2 steps

5. Today’s Goal:
Feedback on the Service Statement Concepts

6. Collaboration/ Resourcefulness
Service Concepts
Collaboration/ Resourcefulness
Open/ Accessible
Empowering/ Engaging

7. Collaboration/ Resourcefulness
What can we do to provide Service Excellence?
Increase collective knowledge across campus
Collaborate to gain knowledge
Connecting and communicating between offices

8. How can we deliver Service Excellence?
Open/ Accessible
How can we deliver Service Excellence?
Be present
Be open
Be welcoming
Active listening and understanding
Engage in dialogue
Be efficient and timely

9. Why should we provide Service Excellence?
Empowering/ Engaging
Why should we provide Service Excellence?
Empower
Engage
Increase feeling of belonging
Skill building

10. Collaboration/ Resourceful I Open/ Accessible I Empowering/ Engaging
Discussion Questions
What is your first impression of the Excellence in Service Concepts?
Which Service Concepts resonate with you?
3. Is there information you expected or
wished to see that has not been included?
Collaboration/ Resourceful I Open/ Accessible I Empowering/ Engaging

11. Collaboration/ Resourceful I Open/Accessible I Empowering/Engaging
Discussion Questions
4. How do these Service Concepts provoke action?
5. Do you have any suggestions to make these concepts better?
Collaboration/ Resourceful I Open/Accessible I Empowering/Engaging

12. Feedback Form
We are seeking your feedback on the Service Statement draft. Please see the link below, and return feedback to Sarah Johnston in OM 1468or by at by March 17, 2017.
Download form: Feedback Form.docx

13. Questions?