Feel the Teal: Reviewing our Service Landscape
During the eighth module of Feel the Teal®, which celebrates the employees who have completed all the training modules, attendees often ask, “What’s next?” I like to intentionally remind our employees that the celebration module does not mark the end of Feel the Teal, but rather the beginning. The answer to the question of “What’s next?” is the Service Mindset Series. I’d like to highlight one aspect of this series that specifically calls employees – you – to take action and walk in the customer’s shoes at CCU.
The servicescape training, an experience split into two parts, has been developed to identify and cultivate specific changes in the service environment and landscape of various areas on campus. During the Servicescape Training – Part I, participants learn what the three steps are to completing a Servicescape (as developed by Booms and Bitner in 1981) for a specific department’s physical location on campus. A “servicescape” is defined as “the environment in which the service is assembled and in which the seller and customer interact, combined with tangible commodities that facilitate performance or communication of the service.” This tool helps attendees realize firsthand the importance of the physical environment where University services are performed, delivered and consumed. It assesses service attributes such as traffic flow, quantity/quality of signage, lighting, branding, accessibility, etc.
Participants complete the Servicescape Audit and share their findings at Servicescape Training – Part II. Servicescape findings and reports will be shared with me, with the Feel the Teal® Service Excellence Task Force, and with appropriate departments for the betterment of service at CCU.
When this training was developed, it reminded me of an old quote from Benjamin Franklin: “Tell me and I forget. Teach me and I remember. Involve me and I learn.” The servicescape training is an opportunity for employees to get involved and to walk in the customer’s shoes at CCU. I highly encourage those employees who have completed the first eight modules of Feel the Teal® to participate in this Service Mindset Series.
The success of our University lies on all our shoulders. This new training is an opportunity to review our service landscape and make the changes necessary to ensure all of Teal Nation is feeling the teal.
Sincerely,
David A. DeCenzo, Ph.D.
President
Servicescapes in 2017
Servicescape - Part I
Sept. 5
1:30 to 2:30 p.m.
Servicescape – Part II
Sept. 26
3 to 4 p.m.
Servicescape – Part I
Oct. 10
2 to 3 p.m.
Servicescape – Part II
Oct. 31
1 to 2 p.m.
Servicescape – Part I
Nov. 9
9:30 to 10:30 a.m.
Servicescape – Part II
Nov. 29
9 to 10 a.m.
