CCU plans for Customer Service Initiative
Coastal Carolina University does an amazing job taking care of our campus community — our students, faculty, staff, vendors, board members, donors, parents, employers and alumni. The National Survey of Student Engagement (NSSE) provided a 2012 Institutional Summary Report as a snapshot of student engagement at Coastal Carolina University, and we should all be proud. I am specifically pleased with the following two statistics because they demonstrate our continued level of service and support in regard to student success.
- 82 percent of Coastal first-year students feel that this institution provides substantial support for their academic success.
- 77 percent of Coastal first-year students say their faculty are available, helpful and sympathetic.
Let’s keep moving forward! My goal for 2013 is for everyone in the CCU community to have a heightened awareness of the service we provide. No matter if it's during or after office hours, and regardless of where we are on campus, we need to be cognizant of our purpose as Coastal Carolina University employees. We are here to serve our students as they prepare to graduate, get good jobs and meet the goals they have set for themselves largely through their CCU experience. We are all part of delivering this expectation and experience. When you think about it, considering the number of students we encounter and the impact they will have on the future of our world, each of us has a great responsibility and a great opportunity! This is another reasons we should all Feel the Teal!
Service Champions Committee Update
After hearing candid and constructive feedback, we decided to take a different approach with the formation of this committee. We are going to have a Steering Committee that will serve as the hub for all activities and ideas related to the customer service initiative. There will be two committees that fall under that Steering Committee: Service Champions Committee (staff) and Student Success Committee (faculty). The purpose of these subcommittees is to mainstream ideas, feedback and concerns about service and student success issues as they relate to the faculty and staff’s specific areas within the university. We hope to have these committees confirmed and ready to meet in mid-January after meeting with all committee members’ supervisors.
CCU will have a Concierge (a “Chants-ierge”)
A search was held to find the best builder and leader of a unique campus concierge program. The concierge will establish a system of resources and service for students, faculty, staff and visitors. This is a new concept and will take time to develop; a roll out of the full concierge program is scheduled for Fall 2013. We are optimistic about developing such a program here at CCU.
CCU Service Basics Training
Ten areas have set up training with Eileen Soisson, and once these trainings are complete by the end of February, we will re-evaluate what worked and what changes need to be made. The next CCU Service Basics will be offered in March. The feedback has been very positive thus far. “Worth hearing even if you already practice great customer service. The session raises awareness and covers areas and points many might not realize/consider. Great training!” — Beryl Morgan, MGTDS Admin
Thank you for your renewed attention to the importance of service on our campus in the last couple of months. I have heard many positive stories of CCU representatives embracing this cultural change and making a difference along the way. Everything you do matters. Please know we appreciate all you do to make CCU a better place to work and one where you Feel the Teal!
Sincerely,
David A. DeCenzo
President
