Event focused on customer service
With a focus on customer service, the leadership of FAMU Athletics and coaches participated in a university-wide forum dedicated to improving efforts relating to enhanced communication and interaction, hosted at the Retreat at Bradley’s Pond in northeast Tallahassee.
FAMU president Larry Robinson, Ph.D., initiated a focus on customer service at the university a year ago and this was a continuation of those efforts as they involve every department at the university. He began the meeting by offering a welcome as he thanked those in attendance for their dedication to improving the customer service university-wide.
“The interaction with people and in particular students is the lifeblood of FAMU. We want to ensure that everyone is connected with the focus on the well-being of our students. That’s been a part of our rich 131-year tradition where every student who comes in is looked at as an individual and has potential to be great. We have to make sure they understand how much we really care about them,” Robinson said.
NRaisman & Associates, the consulting firm hired to facilitate the improvements in customer service, led the activities. They discussed data collected from the university in areas like student confidence, phone courtesy and individual engagement.
Raisman emphasized the need to assist those who call upon the university staff to sustain contact with individuals until they have their issues resolved. “I applaud FAMU for taking steps to become one of the best in the country. With concerted efforts FAMU can become the best. It has shown improvement over the last year above some other universities and that should be applauded,” he said.
FAMU Director of Athletics, John Eason, Ph.D., felt strongly about athletics taking part as a unit in the customer service exercises. “We have fans, student-athletes and investors that we need to ensure that we are responsive to. In our area, when we have a game, it’s like inviting someone to your home. We need to make sure we communicate, entertain and serve those who accept our invitations,” Eason said.
The retreat not only featured speakers, but group projects as well. They focused on creating and executing vision and mission statements of the various departments in a way that everyone in the organization understood.
Robinson concluded that enhanced customer service is critical to continuing the mission of the university. “At times, it’s necessary to put ourselves in their (students) place. Maybe we forgot how it was when we were in school. Maybe we forgot how important that financial aid check was. It could determine whether we ate or not…whether we went to school or not. We must never lose sight of the fact that the services we provide for our students are critical,” Robinson said.