The Bauer Image Staff Development Session September 26, 2003 1

The Bauer Image Staff Development Session September 26, 2003 1

The Bauer Image Series of Staff Development Sessions on Professionalism and Customer Service Development Team 2 Liz Fletcher, Associate Dean Frank Kelley, Director of Undergraduate Business Programs Ruby Haroon, College Business Administrator Pam Jones, Program Director of EMBA Amy Vandaveer, Marketing Coordinator of EMBA

Vision The vision of the Bauer College of Business is to become a premier metropolitan business school. 3

What is the Product of the Bauer College and Who are the Customers? 4

Bauer College Customers External Customers Internal Customers 5 Corporate Representatives The Community Students and Prospective Students Alumni Staff Faculty

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Customer Service Attributes 7 Tangibles Reliability Responsiveness Assurance Empathy

The Bauer Image The Good, The Bad, and The Ugly 8

The Bauer Image 9 The Good

The Bauer Image 10 The Bad

The Bauer Image 11 The Ugly

The Bauer Image 12 The image of the Bauer College of Business one created, fostered and encouraged by each of us. Together we can create an image of superior customer service and professionalism.

Tangibles Being present to represent Professional Attire and Attitude Going above and beyond duties to fulfill customer needs 13 Follow up with commitments Consistency Politeness Ownership and responsibility

Reliability Accessibility during established university hours If absent, take responsibility for your work Don’t impede upon others work areas and time Know other departments, staff, what is going on 14 Punctuality, answering phones, lunch hours Be a good representative and reference for the college

Responsiveness Correspondence Follow through with commitment Personal communication 15 Phones Emails Questions Tone of voice Speech patterns (slang, profanity) Body language

Assurance 16 Credibility – you have to believe what you say and do before the other person will Follow through to assure job was done Ask about the service, say thank you Policies and procedures are followed

Empathy Listen 17 Full balloon – let out all the air Relay back problem stating you understood what they said Focus on solution Take action to resolve issue Follow up Focus on solution Seek results Follow up Remain impartial

Internal Customers Urgent to YOU doesn’t mean urgent to everyone Policies and rules apply to all Your opinion is not a decision, rather just an opinion Yelling is NEVER appropriate 18 Nastiness doesn’t equate effectiveness

The Bauer Mantra 19 Respect of self Respect of others Respect of property

Do you know your P’s & Q’s? 20 An etiquette quiz

Stump Amy and Pam 21 Questions

Evaluation 22 Please be honest! Suggestions on subject matter Suggestions for future topics Comments on presentation