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About Us
Background:
In August 2001, Dr. Joy Hughes, Chief Information Officer, created the ITU Customer Service Standards Team. The purpose for this team was to analyze and make recommendations for customer service enhancements and improvements in the Information Technology Unit. The team is comprised of representatives from each of the ITU areas who serve on the committee for a one-year term. Three subcommittees are the heart of the standards team. Those subcommittees are: Training, Events, and Communications.The team saw many accomplishments during the first several years. Besides defining the framework for the ongoing functioning of the team, we developed and published the "Customer Service Guidelines for the ITU" that defines the ITUs' primary customer service operating principles through the ART (Attitude, Respect, Time) of customer service. We redesigned staff identification badges to include the ITUs' customer service principles (ART) as a constant reminder for staff. We created a Service Level Agreement template and instruction document, which helps ITU staff negotiate service expectations with internal and external customers.
Training Subcommittee:
The Customer Service Standards Team continues to develop creative, new ideas for service improvements in the ITU. We have training programs in place that offer basic customer service skills training to new ITU staff.Events Subcommittee:
National Customer Service Week is celebrated every year during the first full week in October. Customer Service Week is a national event devoted to recognizing the importance of customer service and honoring our front-line service professionals. The events subcommittee is the force behind planning and carrying out activities for the week. Each ITU department is provided with a starter kit that typically includes buttons, games, balloons, and gifts, to get them ready for Customer Service Week. Customer service workshops are offered during the week to provide staff with the chance to refresh and improve their skills.The Customer Service Week celebration culminates with the awarding of the annual ITU Customer Service Excellence award. This award is presented to the individual and team who have consistently demonstrated outstanding service and improved levels of customer satisfaction with ITU services, information, and products. Any ITU employee (full time or part time) is eligible for this award and can be nominated by faculty, staff, student, or peer.
Communications Subcommittee:
The communications subcommittee maintains this web site and continually searches for new ideas and resources about customer service to add to the site. The Resources section has documentation, reference materials, and an archives section for quick reference.The Customer Service Standards Team is dedicated to providing the ITU with customer service enrichment opportunities, with our goal being to make sure every encounter is good customer service.
Team Members
Name |
E-mail |
Phone |
Department |
Campus |
| Melissa Brown | mbrowf@gmu.edu | 3-2673 | ASD | Fairfax |
| Christina Crocket | ccrocket@gmu.edu | 3-4100 | Patriot Computers | Fairfax |
| Daniel Gieckel | dgieckel@gmu.edu | 3-3895 | DoIT | Fairfax |
| Ginnie Mahoney | vmahoney@gmu.edu | 3-3401 | TSD | Fairfax |
| Dave Robertson | drobert5@gmu.edu | 3-2443 | TSD | Fairfax |
| Everett Seamans | eseaman1@gmu.edu | 3-8357 | Library | Prince William |
| Susan Stockwell* (*Sponsor) |
sstockwe@gmu.edu | 3-2225 | ASD | Fairfax |