Background:

In August 2001, Dr. Joy Hughes, Vice President and Chief Information Officer, created the ITU Customer Service Standards Team. The purpose for this team was to analyze and make recommendations for customer service enhancements and improvements in the Information Technology Unit. The team is comprised of representatives from each of the ITU areas who serve on the committee for a one-year term.

The team saw many accomplishments during the first several years. Besides defining the framework for the ongoing functioning of the team, we developed and published the "Customer Service Guidelines for the ITU" that defines the ITU's primary customer service operating principles through the ART (Attitude, Respect, Time) of customer service. We redesigned staff identification badges to include the ITU's customer service principles (ART) as a constant reminder for staff. We created a Service Level Agreement template and instruction document, which helps ITU staff negotiate service expectations with internal and external customers.

National Customer Service Week is celebrated every year during the first full week in October. Customer Service Week is a national event devoted to recognizing the importance of customer service and honoring our front-line service professionals. Customer service workshops are offered during the week to provide staff with the chance to refresh and improve their skills.

The Customer Service Week celebration culminates with the awarding of the annual ITU Customer Service Excellence Award. This award is presented to the individual and team who have consistently demonstrated outstanding service and improved levels of customer satisfaction with ITU services, information, and products. Any ITU employee (full time or part time) is eligible for this award and can be nominated by faculty, staff, student, or peer.

The Customer Service Committee is dedicated to providing the ITU with customer service enrichment opportunities, with our goal being to make sure every encounter is good customer service.

Committee Members

Name	E-mail	Phone	Department	Campus
Cynthia Bentley	cbentle1@gmu.edu	3-9057	Library	Fairfax
Jamie Coniglio	jconigli@gmu.edu	3-2207	Library	Fairfax
Anne Driscoll	adrisco2@gmu.edu	3-3715	Library	Fairfax
Sarah Morehouse	smoreho3@gmu.edu	3-2906	SPMO	Fairfax
Kerin Seward	kseward@gmu.edu	3-8930	VPIT	Fairfax
Marlys Shoup	mshoup@gmu.edu	3-3371	DoIT	Fairfax
LeighAnn Skeen, Chair	lskeen@gmu.edu	3-2673	ASD	Fairfax
Whitney Sublett	wsublett@gmu.edu	3-3515	ASD	Fairfax

For additional information on the ITU Customer Service Initiative, please contact the ITU Customer Service Committee at itucsvc@gmu.edu.