Tech Earns USG Customer Service Awards
In Tech's first year of applying for the University System of Georgia Chancellor's Customer Service Awards, the Institute's three nominees were all named as award-winners. Chancellor Erroll B. Davis Jr. established the awards to recognize USG faculty and staff members who exemplify customer service.
Part of Gov. Sonny Perdue's 'Faster. Friendlier. Easier.' initiative across all statewide programs to provide more efficient service, the awards were created in August 2007. Customers in the context of the USG are defined as students, parents, visitors or any entity conducting business with a member institution.
Rosalind R. Meyers, associate vice president of Auxiliary Services, won a silver 2008 Outstanding Customer Service Leadership award. As outlined in her nomination, Meyers worked with the Office of Organizational Development to install an annual customer satisfaction survey eight years ago. Departmental planning and new programs are all a result of the surveys. Highlighting each department, the survey shows customer satisfaction has increased over the eight-year period.
Student Center Operations Manager Loren S. Summerlin won a silver 2008 Excellence of the Year Award in the individual category. Summerlin, who has previous experience in the hospitality industry, was recognized for his friendly and courteous attitude and approach to assisting guests, students or others utilizing the Student Center.
Stingerette Driver Rosser Jones received an honorable mention as an individual in the 2008 Excellence Award of the Year. Rosser's dedication to customer service was exemplified by his providing late-night Stingerette shuttle service to students across campus. He was specifically recognized in his nomination for going above and beyond when there is a driver shortage and being named Auxiliary Services' employee of the month for July 2007.
"All 35 member institutions of the USG submit between 200 and 300 nominations for all categories," said JulieAnne Williamson, acting executive director of the Office of Organizational Development (OOD). For first-year nominations, Williamson said Auxiliary Services was the perfect place to start. "[The] unit is committed to customer service, [and it] touches the lives of faculty, staff and students."
"While the concept and execution of the survey was my idea, its success is in the follow up," Meyers said. "It is the directors in Auxiliary Services who make the changes in operations that are indicated by the survey. We improve every year because of them. They are equally responsible for the survey's success as a customer service tool."
Georgia Tech Training Services, through OOD, offers the 'Defining Customer Service' certificate program, established in March 2007. Classes, tailored for a university environment, are led by Customer Care Institute experts.
Williamson, who handled this year's nomination process, says plans are in the works for Institute units and departments to handle their own nominations. "If departments are interested in nominating their own people, this will help keep the awareness of customer service on campus." She said she hopes the nomination process will be available in spring.