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Student Customer Service Center ONE STOP SHOP

Student Customer Service Center ONE STOP SHOP. Governor Perdue’s Customer Service Improvement Plan. 42 State Agencies Signed On Including DTAE and the University System Focuses on “Fast, Friendly, and Easy” Mr. Ben Copeland, Chair of DTAE Board of Directors Signed on.

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Student Customer Service Center ONE STOP SHOP

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  1. Student Customer Service CenterONE STOP SHOP

  2. Governor Perdue’s Customer Service Improvement Plan • 42 State Agencies Signed On Including DTAE and the University System • Focuses on “Fast, Friendly, and Easy” • Mr. Ben Copeland, Chair of DTAE Board of Directors Signed on. • In a Talk to Val Tech Board Discussed Our Participation in Plan • Insists That Students/Prospective Students are Customers.

  3. CUSTOMER INTERFACE vs. DATA ENTRY • Allows Technical Experts to Complete Tasks Without Interruption. • Helps manage “Garbage In – Garbage Out” issue. • Reduces lines • Improves Data Accuracy Thus Improves Customer Satisfaction. • Provides Ability to Refer to “Experts” When Issues Arise.

  4. “A One Stop Shop” • Information and Direction for Visitors, Students, Faculty and Staff. • Admission Packet and Status Information • Financial Aid Forms and Status Information • Placement Testing & Records Information • Program Information, Brochures • Forms For All Actions • Parking Decals and Information • Switch Board Operator

  5. “I Keep Getting The Run Around” • One Place to Ask All Questions • Answer as many as possible • Refer all others – always call first before sending anywhere including forwarding phone calls. • Information on All Activities is Funneled to Center

  6. Hours of Operation • Open From 7:30 am ‘til 8:00 pm Monday thru Thursday and 7:30 am ‘til 3:30 pm Friday. • Provides Comparable Service to All Students

  7. Manning • Lead Customer Service Representative • Extensive knowledge of Valdosta Tech and Enrollment Management Functions • Three Customer Service Clerks • Knowledge of specific areas • Taken from technical areas • Work shifts to provide coverage • Supplemented From Other Student Service Areas as Needed • Vacations, sick, peak periods, etc.

  8. Measures of Success • Student Satisfaction Surveys • Satisfaction with all Student Services functions improved by 23% in two year period since inception • Peer Surveys • Satisfaction with all Student Services functions improved by 18% in two year period since inception • Morale Within Student Services Has Improved Dramatically • Quality of BANNER Data Has Improved Dramatically

  9. SATISFIED CUSTOMERS!!!! 15,853! October 2 - February 2

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