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Centralized Customer Service Counter

  • 1.  Centralized Customer Service Counter

    Posted 13 days ago
    Good Morning,

    I'm looking for more information on offering a one stop customer service counter model. Has anyone initiated such a program recently? If so, what units are served through the counter? What have been your successes and your challenges?

    Thank you,

    Ashleigh


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    Ashleigh Parr
    College of Charleston
    Deputy Director, Business & Auxiliary Services
    Charleston SC
    United States
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  • 2.  RE: Centralized Customer Service Counter

    Posted 12 days ago
    Hi Ashleigh,

    I work at The University of Texas at San Antonio and we use a one-stop customer service counter for our various services. The customer service team assists with questions related to parking, the campus transit system, dining, bookstores, vending, student ID cards, and alternative transportation options, in addition to other miscellaneous questions that pop up about our service areas. The team consists of a customer service supervisor, two full-time employees, and 5-7 part-time student workers.

    One of our biggest successes with this model is the ability to contain our customer questions on one team, which helps us provide consistent information to our customers. By doing this, we help reduce miscommunication and misunderstandings about our services and policies. This leads to better education about our office/services throughout the campus community.

    In terms of challenges, we face periods of time (especially at the start of the fall semester) when customer traffic is extremely high. With everyone coming to one office, this can sometimes create lines in the office or wait times on the phones, which means we staff heavily at those key times. Another challenge is ensuring that new student workers are up-to-speed on a wide variety of policies and services as quickly as possible, so we provide on-the-job training and maintain a manual of our processes for quick reference.

    Hope this helps.

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    Lauren Beaver
    The University of Texas at San Antonio
    Assistant Director of Communication & Customer Relations
    San Antonio TX
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  • 3.  RE: Centralized Customer Service Counter

    Posted 12 days ago
    Good Afternoon,

    We also have a centralized customer service hub, our Talon One Service Center, at Kennesaw State University, which launched just about a year ago. Happy to chat! hnunes1@kennesaw.edu

    https://talon.kennesaw.edu/

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    Heather Nunes
    Kennesaw State University
    Assistant Director Customer Experience
    Kennesaw GA
    United States
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  • 4.  RE: Centralized Customer Service Counter

    Posted 11 days ago
    Hi Heather,
    Just a quick question: are you running 2 software programs from your Talon One Service Center? 1 for Parking and 1 for your Card program?
    Thanks!
    Neil

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    Neil Wedin
    Mount Royal University
    Interim Director, Retail Service
    Calgary AB
    Canada
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  • 5.  RE: Centralized Customer Service Counter

    Posted 11 days ago
    Hi  Neil,

    We run a number of programs:

    Blackboard/ID Works- Card Services
    T2- Parking

    Then we also utilize Platform28 for our call software system, and ChangeGear to track our service tickets


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    Heather Nunes
    Kennesaw State University
    Assistant Director Customer Experience
    Kennesaw GA
    United States
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  • 6.  RE: Centralized Customer Service Counter

    Posted 11 days ago

    Ashleigh,

    In October 2017, we combined our front line offices for parking, facilities, cards, and dining into one-stop Customer Engagement Offices on our two largest campuses.  In addition to being cross-trained to handle the listed services, our CE staff must also be able to assist with university transit, mail, vending, bookstores and retail, childcare, housing and hotel accommodations, recycling, custodial, events and project management and general university questions.  We've definitely had bumps along the way which I'd be happy to chat with you about.

    We have an Assistant Director who oversees a staff of 7 full-time staff and 3 student interns.  In addition, we have two quality assurance staff members who work closely with me and the CE staff when we have areas or customers in need of additional support.

    This past August (move in actually) we implemented a new tool to assist with customer engagement that wasn't being tracked through our legacy ERP systems.  The provider, K12 Insights, resides mainly in the K12 world, but we are the first higher ed school to pilot them and it has been very successful thus far and our customers love it.  I'm happy to provide more detail if needed.

    Good luck with your implementation and feel free to reach out!
    Kelly



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    [Kelly] [Venable Carroll]
    [Tulane University]
    {Campus Services]
    [Assistant Vice President]
    [New Orleans] [LA]
    [US] [kvc@tulane.edu]
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