VIPs - Very Important Ponies  

Some of our VIPs this month are:

Summer Kokic - thanks for all of the individual session showing staff the new version 8.0 of PeopleSoft.  The test drive was GREAT!

Joe Papari -[from Joe G.] Just a quick thank you to both of you [Tom Tunks and John Hall] for providing the right resources to get the job done.  Joe P. had a tough job to do -- basically data conversion -- data analysis, mapping, translation values, data clean-ups, etc. [in SEVIS], which, in my opinion, is the hardest part of any implementation . . . so thanks to Joe P. for his hard work on the task.   [from Tom Tunks] You're right about Joe P's role in this -- he's a star.  We're in so much better shape now, both with SEVIS up and running and in general with this project. 

Epi Ramirez and TICS - Thank you for your confirmation e-mail.  I would like to commend you and your staff.  I have recently been requesting transcripts be sent from a number of Universities and the process at SMU was BY FAR the most organized. 

James Swenson - Great

Stephanie Nonnemacher - Made a presentation to the Perkins School of Theology.  She received all 9's and 10's on her presentation.  Good Job, Steph!  We were walk ins and Stephanie was nice to help us immediately (during the lunch hour).  She was efficient in her work and we were in and out in a short period of time.

 Mary Beard - continues to involve herself with outstanding community service.  She is committed to providing information to minorities so they understand they also have an opportunity in higher education.  Thanks, Mary.

CUSTOMER SERVICE
Our Life's Blood

On February 14, Donna Rodriguez, Delaine Ringel, Cristin O'Neil, and Sondra Pena attended a workshop "Knock Your Socks Off Customer Service."  Peter Scott provided some wonderful tips for giving excellent customer service to even the most difficult customer.  Here are a few items from the workshop.  If you would like more in depth information, please talk with Donna, Delaine, Cristin, or Sondra.

  Who is our customer?
  Everyone from our students to the community.

  Who is our competitor?
Unlike our competition in recruitment of prospective students, our competitors in customer services are the business frequented by our customers -- Restaurants, Dry Cleaners, Grocer, or maybe the local Lexus dealer since the cost will be similar.

  Project a Service Personality
Whether you are talking with someone on the telephone or in person, communication comes from not only what you say (verbal) but how you say it and how you present yourself (non-verbal).  
SMILE, LISTEN, FOCUS on them, maker your number one goal to help the customer.
ON THE PHONE - when you need to put a customer on hold, ask his/er permission to do so.  Tell the customer about how long you will have him/er on hold -- a minute can be a long time even while hearing the Pony Battle Cry.  Always be the last to hang up the phone, the customer may have thought of another question.

  Handling Difficult Customers
Remember your #1 intention is to help the customers.  Take a deep breathe.  Thank the customer for expressing his concerns.  Separate the facts from the emotion -- there may be a valid problem within the emotion of the communication.  Try to find the problem and what the customer needs.  Let him/er vent and do not argue with him/er.  Listen.  Understand the situation and find an action or alternative to address the customer's need.

  Deal with the Complaining Customer
Point out the legitimate problems, listen, involve him/er in the solution and thank him/er for working with you.  Remember that one customer's concern represents many other who have not talked with you.  Providing a solution will create a loyal and satisfied customer.  The customer's concern may lead to a new process, policy or procedure.

  Your Attitude is Contagious
You cannot have a negative and positive thought at the same time.  Try to stay away from negative conversations or sharing your negative thoughts with others.  Stay away from negative influences.  Focus on the positive.

  Stress Relievers
Breathe, Smile, Talk positive, Laugh, take a one minute Vacation, do a desk exercise.

  Celebrate Your Great Work
Treat yourself or someone else to lunch, make a "brag sheet" on yourself, bring a fun toy to work to have in your office, say "thank you" to yourself.

DON'T FORGET
April
Division Meeting
April 2 -A SURPRISE