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The Bauer Image
Staff Development Session
September 26, 2003
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The Bauer Image
Series of Staff Development Sessions on Professionalism and Customer Service
Development Team Liz Fletcher, Associate Dean Frank Kelley, Director of Undergraduate Business
Programs Ruby Haroon, College Business Administrator Pam Jones, Program Director of EMBA Amy Vandaveer, Marketing Coordinator of EMBA
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Vision…
The vision of the Bauer College of Business is to become a premier metropolitan business school.
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What is the Product of the Bauer College and Who are the Customers?
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Bauer College Customers
External Customers Corporate Representatives The Community Students and Prospective Students Alumni
Internal Customers Staff Faculty
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Customer Service Attributes
Tangibles Reliability Responsiveness Assurance Empathy
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The Bauer Image
The Good, The Bad, and The Ugly
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The Bauer Image…
The Good
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The Bauer Image…
The Bad
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The Bauer Image
The Ugly
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The Bauer Image…
The image of the Bauer College of Business one created, fostered and encouraged by each of us.
Together we can create an image of superior customer service and professionalism.
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Tangibles
Being present to represent Professional Attire and Attitude Going above and beyond duties to fulfill
customer needs Follow up with commitments Consistency Politeness Ownership and responsibility
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Reliability
Accessibility during established university hours Punctuality, answering phones, lunch hours
If absent, take responsibility for your work Don’t impede upon others work areas and time Know other departments, staff, what is going
on Be a good representative and reference for the
college
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Responsiveness
Correspondence Phones Emails Questions
Follow through with commitment Personal communication
Tone of voice Speech patterns (slang, profanity) Body language
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Assurance
Credibility – you have to believe what you say and do before the other person will
Follow through to assure job was done Ask about the service, say thank you Policies and procedures are followed
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Empathy
Listen Full balloon – let out all the air Relay back problem stating you understood what they said Focus on solution Take action to resolve issue Follow up
Focus on solution Seek results Follow up Remain impartial
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Internal Customers
Urgent to YOU doesn’t mean urgent to everyone
Policies and rules apply to all Your opinion is not a decision, rather just an
opinion Yelling is NEVER appropriate
Nastiness doesn’t equate effectiveness
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The Bauer Mantra
Respect of self Respect of others Respect of property
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Do you know your P’s & Q’s?
An etiquette quiz
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Stump Amy and Pam
Questions
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Evaluation
Please be honest! Suggestions on subject matter Suggestions for future topics Comments on presentation
