ERIC Number: ED374839
Record Type: Non-Journal
Publication Date: 1994
Reference Count: N/A
A Quality Improvement Customer Service Process and CSS [Customer Service System]. Burlington County College Employee Development Series, Volumes I & II.
Burlington County Coll., Pemberton, NJ.
Prepared for use by staff in development workshops at Burlington County College (BCC), in New Jersey, this handbook offers college-wide guidelines for improving the quality of service provided to internal and external customers, and reviews key elements of BCC's Customer Service System (CSS), a computerized method of recording and following-up on complaints. Following introductory materials, the purpose of the workshop theme, "Managing Customer Concerns," is described as supporting a professional service environment by increasing knowledge about college-wide procedures and examining a dynamic customer service process. Next, key terms in the process are defined, including "receiver," or the individual receiving a customer's inquiry; "owner area," or the place where individuals charged with providing information and assistance are located; and "owner," or the first administrator in line in the owner area. Receiver and owner tasks in a customer inquiry are then delineated and a process model is presented for dealing with customer inquiries or complaints. Next, a review is provided of guidelines and procedures related to in-person and telephone customer relations skills; issues related to student confidentiality; and such special cases as complaints related to racial and sexual harassment and assisting disabled students. Finally, issues concerning the use of the CSS are reviewed, including definitions of terms, the need for sensitivity in creating CSS records, access to the system, and system commands. A CSS records format is appended. (KP)
Publication Type: Guides - Non-Classroom
Education Level: N/A
Authoring Institution: Burlington County Coll., Pemberton, NJ.