New Employee Orientation

"Big Picture" Information About the Extended Campus
at Missouri State University

New Employee Orientation Home
The Extended Campus Mission Statement
Our Core Values
Our Commitment to Customer Service
Organizational Chart

The Extended Campus Customer Service -- More Than a "Nice Philosophy"

At Missouri State University, the operating funds for Extended Campus programs, services, and staff primarily come from revenues that we generate by coordinating and facilitating a variety of credit and noncredit programs. Since the majority of our operating budget comes from program revenues, not from the state allocation received by the University, this makes us unique when compared with many other administrative and academic units on campus. Because of this uniqueness, it is essential that the Extended Campus departments and staff members place a premium on being (1) entrepreneurial and forward thinking in developing and facilitating programs, (2) responsive to the needs of the clientele we serve, and (3) committed to a customer service philosophy.

"Customer service" is how we relate to the people we interact with every day while carrying out our work responsibilities. Our customers are both internal and external, including current and prospective students, faculty, staff, administrators, coworkers, and community members.

For the Extended Campus, "customer service" must function as much more than just a nice phrase on a piece of paper. It forms the very basis for how we do our jobs and therefore has deliberately been included in our statement of Core Values as a college. Such an approach is absolutely necessary if we’re going to effectively provide the services we’re intended to provide and if we’re going to retain the support of those we serve, including the central administration of the University.

Our customer service objective as a college, then, is to exceed the service expectations of our customers. It is characterized by an attitude of not being willing to settle for the minimum required or the minimum expected, but by an attitude of taking pleasure in going "the extra mile" in enthusiastically serving the needs of our clientele.

What Our Customers Expect

Our customers expect an Extended Campus staff member to:

 Be a good listener and communicator (one who knows how to ask the right questions to be able to meet the customer’s needs)

 Provide reliable information and avoid giving them the run-around

 Answer the telephone in a way that projects a genuine willingness to help

 Be courteous and treat others as we would like to be treated

 Be the individual’s personal contact, his/her service provider

  Take positive action on their behalf

  Show that we care and empathize

  Be someone who is friendly and helpful with a positive, enthusiastic attitude

  Politely acknowledge their presence (i.e. when someone enters your office and either you’re on the phone or with a student, acknowledge the presence of the individual by making eye contact and/or telling them you will be with them shortly)

How We Can Strengthen Our Ability to Be Superior Customer Service Providers

As supervisors and departmental units:

 Employ, empower, and reward dedicated personnel who support and are committed to our customer service philosophy and objectives

 Properly train our staff in ways to provide superior customer service

  Strive to provide one-stop service (so customers can have their questions answered in one location)

 Take special steps to insure that all support staff receive the information they need in order to serve customers effectively

  Establish an open-door policy by not turning anyone away and by maintaining good communication among coworkers

As individual staff members and service providers:

  Respect diversity in the University community and learn to be tolerant, open-minded, and patient. Avoid reflecting personal biases and prejudices when dealing with people.

  "It is not in my job description" is never an appropriate response to a customer’s request for information or service. (There are much better ways to communicate when you do not have the information or the authority to provide what is requested.)

  Maintain a positive, caring attitude. A positive attitude is the foundation and determining factor in serving our customers effectively. If you are resentful about the job you have and cannot learn to view it and your customers positively, then get another job!

  Know your individual limits and "triggers" in dealing with a customer (being aware of how you’re projecting yourself…not letting stress and/or frustration from a previous encounter affect how you deal with the next situation… leaving personal problems at home…remembering that something you have said hundreds of times may be heard by the customer for the first time).

  Become a reliable and trustworthy resource by keeping current and knowledgeable about all EC units and the University at large so you can be the last stop and/or telephone call the customer needs to make. For example, do not "dump" the call or send the customer to another office unnecessarily.

  Accept responsibility for your actions when dealing with a customer.