Kennesaw State University wins Gold in Chancellor’s Annual Customer Service Awards

KSU Service Desk also wins Gold award for “Outstanding Customer Service Contact Center…

Georgia (Nov 30, 2011)KSU Service Desk also wins Gold award for “Outstanding Customer Service Contact Center”

KENNESAW, Ga.  (Nov. 30, 2011) — Kennesaw State University has been recognized with two Gold awards in the University System of Georgia Chancellor’s Customer Service Excellence Award competition. One award is for Customer Service Institution of the Year and the other is for Outstanding Customer Service Contact Center.

The awards are given annually by the chancellor of the University System of Georgia to recognize outstanding customer service. This is the third time Kennesaw State has won the system-wide Customer Service Institution of the Year award. Previous wins came in 2007 and 2008.

“Everyone at Kennesaw State works hard to provide excellent customer service, and these two most recent awards are indicative of that effort,” said Kennesaw State President Daniel S. Papp. “We are proud of the continuous leadership that Linda Lyons and her team provide in this area, and are excited about the positive recognition the IT service desk earned for its customer service.”

The KSU Service Desk won the 2011 chancellor’s Gold awardfor Outstanding Customer Service Contact Center. The unit, which is part of the Information Technology Services department, has consistently received excellent feedback on the team’s quality customer service skills.

“Winning the Gold award for Outstanding Customer Service Contact Center recognizes an outstanding and innovative team effort,” said Lectra Lawhorne, director of Information Technology Services.

“The KSU Service Desk developed an internal wiki for the service desk technicians, which led to more ‘call first-contact call closures,’ with 53% of all calls closed on first contact, and an average close time of about 11 minutes.” She added, “The team also implemented an online method that enabled our customers to monitor their service requests using their same KSU login name and password customers use for all other electronic services.”  

Kennesaw State has a strong record of providing excellent customer service and continually strives to exceed previous successes. As noted in the listing below, Kennesaw State University has received institutional and individual recognition and awards in several categories from the chancellor's office for the past several years.



Outstanding Customer Service Institution of the Year

Outstanding Customer Service Leadership Gold Award - Linda Lyons

Outstanding Customer Service Improvement Gold Award - Coles College of Business

Outstanding Customer Service Improvement Silver Award - New Hires Online Project



Outstanding Customer Service Institution of the Year

Joseph Green Champion of the Year Award

Outstanding Customer Service Improvement Bronze Award - KSU Bookstore

Outstanding Customer Service Team Bronze Award - Enrollment Services Communication Center



Outstanding Customer Leadership Award - Honorable Mention - Kim West, KSU Registrar

Outstanding Customer Service Team Gold Award - KSU's Customer Service Council



Outstanding Customer Service Team Bronze Award - Student Development Team



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Kennesaw State University is the third-largest university in Georgia, offering 80 graduate and undergraduate degrees, including doctorates in education, business and nursing and a new Ph.D. in international conflict management. A member of the 35-unit University System of Georgia, Kennesaw State is a comprehensive, residential institution with a growing student population of more than 24,100 from 142 countries.



A leader in innovative teaching and learning, Kennesaw State University offers more than 150 undergraduate, graduate and doctoral degrees to its approximately 41,000 students. With 11 colleges on two metro Atlanta campuses, Kennesaw State is a member of the University System of Georgia and the third-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 92 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, and one of the 50 largest public institutions in the country. For more information, visit