Gov. Perdue awards Kennesaw State University three customer service honors
Gov. Sonny Perdue has awarded three customer service honors to Kennesaw State University‚ the only…
Georgia (Feb 22, 2008) — Gov. Perdue awards Kennesaw State University three customer service honors
Sabbaye McGriff
Abstract
Contact: Director of University Relations
Frances Weyand Harrison
770−423−6203
fharris4@kennesaw.edu
Contact/Writer: Sabbaye McGriff‚ 678−797−2550 or smcgrif1@kennesaw.edu
Gov. Perdue awards Kennesaw State University three customer service honors
Awards to financial aid office‚ bookstore and top individual ‘champion’
KENNESAW‚ Ga. (Feb. 22‚ 2008) — Gov. Sonny Perdue has awarded three customer service
honors to Kennesaw State University‚ the only University System of Georgia institution
to garner three awards.
The university was cited for its systematic approach to improving customer service
and focusing on understanding students’ needs. Its financial aid office and designated
customer service “champion” also were honored for team and individual accomplishments‚
respectively.
KSU honorees were among 45 teams and individuals selected from some 400 nominated
to receive the first “Team Georgia Customer Recognition Program” awards. Perdue launched
the program last year to recognize contributions state agencies and their employees
make to providing Georgia residents faster‚ friendlier and easier service.
“We are very pleased that Gov. Perdue recognizes and appreciates the hard work our
staff and departments are doing to make sure we remain customer−focused‚” said KSU
President Daniel S. Papp. “These honors motivate us‚ and let us know that we are on
the right track when we devote the kind of time and effort it takes to achieve an
institutional customer service culture.”
Top Customer Service Team
KSU’s financial aid office team‚ represented by director Rondall Day and Nancy King‚
vice president for student success and enrollment services‚ were cited for customer
service initiatives resulting in reduced wait times for students to see counselors
and more privacy when they discuss individual financial aid matters.
For example‚ financial aid officials eliminated the bank−style windows where students
formerly stood in line and transacted business. Now students meet individually in
counselors’ private offices. The department also redesigned the office lobby to be
more attractive and comfortable for students and visitors.
The emphasis on service has become a way of thinking and operating‚ said Day‚ noting
departmental changes including extensive staff training‚ using focus groups and surveys
to help guide the department and designating an intern whose sole focus is customer
service.
“We train and retrain our staff on how to answer phones‚ deflate situations‚ be tactful‚
and offer the best possible customer service in the face of many federal guidelines‚
such as those about confidentiality and how much financial aid we can award each student‚”
he said.
Top Individual Honor
The “top individual” customer service award went to Linda Lyons‚ director of the Center
for University Learning and KSU’s customer service “champion.” She was cited for leadership
in establishing the university−wide recognition program. Called‚ “Shining Star‚” the
program rewards outstanding work performance in customer service‚ communication and
building relationships. In November‚ Lyons also won top customer service honors from
the University System of Georgia.
KSU’s bookstore is indicative of what Lyons had in mind when she created the university−wide
recognition program‚ she said.
A “Shining Star” recipient for both team and individual performance‚ the bookstore
mantra became‚ “Just smiling and greeting customers‚” says Percy Ivey‚ bookstore assistant
manager. “It’s a small thing‚ but we weren’t doing that before. Then we tried an escort
service. Instead of telling someone where a book was‚ a staff member escorted them
to it.”
“Shining Star” also recognized bookstore employees for service above and beyond. For
example‚ when Jenaid Bhatti‚ an associate‚ encountered a distressed customer with
a flat tire‚ he changed it. Sharon Chesser‚ a buyer‚ volunteered to stay late to help
a customer who had an emergency and could not get to the store before closing.
The bookstore’s team effort has produced harder evidence of the value of a focused‚
team approach to customer service. The store previously relied on part−time staff
to operate the cash registers. During the rush at the beginning of each semester‚
long lines were customary.
Not now.
“Now‚ everybody pitches in to man all 10 of the registers during the rush – full−time
staff and managers‚” Ivey said. “During the most recent rush‚ we served 25 customers
in five minutes. That’s pretty good in retail.”
As honored as she was to receive the special honor from the governor‚ Lyons says she
is equally excited about the impact “Shining Star” is having on campus culture.
“This award just reiterates the university’s commitment to service‚” Lyons said. “The
program has created a ripple effect among employees because it motivates people –
not only to provide better service‚ but to engage in more quality interactions with
their customers. People are taking the initiative to go beyond just doing the job
and really improving their communications. Everyone reaps the benefits of that.”
A member of the 35−unit University System of Georgia‚ Kennesaw State University is a comprehensive‚ residential institution with a growing student population of more than 20‚000 from 132 countries. The third−largest university in Georgia‚ Kennesaw State offers more than 60 graduate and undergraduate degrees‚ including a new doctorate in education.
MORE NEWS…
A leader in innovative teaching and learning, Kennesaw State University offers undergraduate, graduate and doctoral degrees to its more than 41,000 students. With 11 colleges on two metro Atlanta campuses, Kennesaw State is a member of the University System of Georgia and the second-largest university in the state. The university’s vibrant campus culture, diverse population, strong global ties and entrepreneurial spirit draw students from throughout the region and from 126 countries across the globe. Kennesaw State is a Carnegie-designated doctoral research institution (R2), placing it among an elite group of only 6 percent of U.S. colleges and universities with an R1 or R2 status. For more information, visit kennesaw.edu.
