A New Approach to Customer Service. Why am I here?

A New Approach to Customer Service

Why am I here?

Why I’m here

Purpose/Benefits of new Client Relations Mgr. position

Reorganization into a Shared Service Model

Moving from being a reactive organization to being proactive with the services we provide

Fostering a customer-centered focus by understanding Clients needs on a one-to-one basis

Adding value by providing value analysis reporting, problem solving and facilitating change

How I spend my time

Resources• Services• Operations

Visits• One-on-One• Department Outreach

Meetings

Solutions• Assist w/problems• Activity reporting

Division of time spent

Problem Solving

Visits

Providing Resources

Resources

ServicesReq/PO processingRFx needsContract AdministrationVendor ManagementSurplus/Asset Management

OperationsHotlinePurchasing Card PeopleSofteProcurement “Show Me Shop”

Visits

One-on-OneSpecific projects/issuesTrainingNew EmployeesVendor requests

Department Outreach MeetingsStrategic team meeting, including Dean/Department HeadUnderstanding goals/objectivesProvide reportingAction/follow-up

Problem Solving

Primary point of contact Quick resolution to phone/email inquires Purchasing Card changes Contract administration assistance Liaison to supplier services

Q & A

• Q & A• Sharing time – what do you do?