Defining Quality Customer Service in a Student-Centered Environment

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Team ID: 
College / Administrative Unit: 
Commonwealth Campuses, VP for
Date Started: 
February 2006
The Penn State Berks campus recently established a Retention Plan. As part of that plan, an action item was approved to define quality service in a student-centered environment. A need exists to institutionalize an on-going commitment to retention at our campus and one way to do that is to define and practice “excellence” in customer service among all internal and external constituencies of our College. A group of frontline staff and administrators will work together to determine how to define excellence in customer service and how it will be measured.
Contact Person: 
Lisa Shibley
  • Dennis Mays, Member
  • Blaine Steensland, Member