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Resources For Making Your Service Interactions Count
Rutgers exists in a competitive environment and faces competition for students and funding from other public four-year institutions, two-year institutions, and private colleges. Rutgers needs to maintain credibility as a top-notch university to garner continued support by the legislature and taxpayers, and continued and new support from alumni and other donors. The pursuit of high-quality and consistent service throughout the university is a value espoused by our leadership. It is a way for Rutgers to differentiate itself.
The University Human Resources Professional Development Program (UHR PDP) offers a large number of resources for departments who wish to develop a comprehensive action plan to enhance customer service.
- Action Plan Outline: The Action Plan Outline is an online presentation that can be used to develop a unique departmental action plan.
- Student Services Initiatives: Learn about the universitywide student services initiatives that improve the quality of service to our students and the community.
- Coaching: One-on-one coaching assistance for managerial staff with the development of a departmental action plan.
- Custom Training: Designed with departmental needs in mind, UHR staff offer custom training that focuses on a variety of in-person, telephone, and written client service skills. There is no charge for this programming.
- Open Enrollment Workshops: The UHR Professional Development Program offers regular open enrollment workshops in various service-related topics each semester including Service Excellence, Taming the Telephone, Dealing With Difficult People, and the FiSH! Philosophy for Service. There is no charge for these worskhops.
- Suggested Reading: Suggested reading including books, articles, and ezines on improving client services in higher education.
- Recruiting Service-focused Employees: When a department seeks to hire service-focused employees, it is important to understand the process of identifying, interviewing, and attracting this type of candidate.The Recruiting Service-focused Employees website is an excellent tool in this regard.
- Service Standards: A list of sample service standards is available. The UHR PDP can consult with departments to develop a unique set of values, standards, and behaviors.
- Organizational Research Services: The Center for Organizational and Development and Leadership offers Organizational Research Services that include an array of pre- and post assessment consultation services that assist units in developing and implementing feedback mechanisms for planning and improving service processes.
- Newsletter Articles: Articles from the University Human Resources Newsletter Service Matters are available to any department for an internal newsletter. Please call the Professional Development Program for samples at 732-932-3020, ext. 4071.
- Recognition Website:The University Human Resources Recognition website includes a large variety of tips and ideas for recognizing employees in general.
