Feel the Teal celebrating five years
by DeStefano
Where we started…
Five years ago, Coastal Carolina University boldly embarked on a journey to make service excellence a priority on our campus and to create a comprehensive customer service training program that would create a positive service culture for all constituents. It was a daring proposal; in 2012, CCU was one of a handful of universities nationwide that provided customer service training to employees. In November of 2012, Soisson, executive director of training, development and service excellence, introduced and Feel the Teal Module One, CCU Service Basics. Since then, the Feel the Teal journey has steadily advanced as the number of employees who participate in and complete all eight training modules has grown.
We are proud to say that CCU has 525 Teal Nation employees who have graduated from the Feel the Teal Initiative. It goes without saying, considerable time and effort was put into the initiative by our employees. We want to celebrate and recognize so many employees who dedicated themselves to completing the modules and embracing the customer service journey. Attached to this article is a full list of these employees.
Where we are…
As we mark our 5-year anniversary, the question “What’s next?” is a familiar one. What comes after the completion of all eight modules?
From the beginning, we have said service excellence is a journey that never ends. You may remember that CCU Service Basics ends with a similar quote from Brian Tracy: “Excellence/perfection is not a destination; it is a continuous journey that never ends.” With this in mind, here are answers to the “what’s next?” question:
Coastal History Tour: This session is an extension of the most popular training of the original eight modules from the Feel the Teal initiative, CCU History and Traditions. The tour highlights several historic areas and landmarks on campus.
Servicescape Parts I and II: These two training sessions teach the three steps to complete a Servicescape (Booms and Bitner) Audit for a department on campus. This training prepares participants to utilize this tool for the growth of departments on campus. As a follow up to Part I, Part 2 generates discussion on the Servicescape audit that was completed in Part 1. This training is designed to continue to foster the service-oriented environment across campus.
Where we are going…
As we move forward, we have put forth considerable effort to recognize and reward employees who provide service excellence and feel the teal! One of the largest recognition programs is the brand new Chauncey’s Service Excellence Champions. Employees are now able to recognize fellow coworkers for their service excellence. When you see and/or experience service excellence, nominate the employee online using the form here. Nominees will be reviewed by the recognition task force and, if merited, the nominee will receive an exclusive teal pullover. We are thrilled to be able to tangibly reward outstanding service that Teal Nation is witnessing and experiencing.
There will be a monthlong celebration for the 5-year anniversary during the spring semester during which you can expect to feel the teal at a variety of events! The celebration will include weekly recognition competitions and pop-up mini celebrations with free swag and food for employees who participate. Watch your email and campus marketing in the beginning of 2018 for details.
Also, we will be releasing a line of Feel the Teal apparel that will be for sale in the Hackler Golf Pro Shop. This apparel will only be available to employees who completed all eight training modules. If you have not had the opportunity to complete all eight modules, back by popular demand is the Feel the Teal Fast Track training. This is an opportunity for employees to complete three of the sessions at one time in an accelerated format of three hours.
Feel the Teal service excellence has become part of our identity at CCU, and we are proud of what you have accomplished through the program. However, this journey is far from over! We hope you will join us in the spring as we continue to help Teal Nation feel the teal every day in every way.
