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Customer Service Programs

csiowlThe KSU Customer Service Inspection (CSI) program was implemented to assess KSU units on their customer service performance and to give supportive feedback and/or accolades on current services being rendered. The program is based on a “Secret Shopper” concept by which a unit/college is secretly reviewed by Customer Service "inspectors" over a three month period. The unit to be inspected is selected by the Customer Service Council. At the conclusion of this 3-month period, an assessment report will be presented to the unit’s manager outlining the inspector’s observations along with next steps and recommendations for resources/ training, if needed.

Inspectors consist of one representative from each of the following groups: Faculty, Staff, and Students. The inspection process consists of an assessment of the front-line operations, telephone skills, and the user-friendliness of the department website. Each inspector assesses the identified unit using (5) Customer Service commitments/ attributes: Courteousness, Helpfulness, Accessibility, Responsiveness and Knowledge. Units demonstrating excellent customer service attributes, as outlined in the Governor’s state-wide customer service initiative, will merit special recognition.

KSU units which have been inspected include:

Bursar's Office
Card Services
Department ofLegal Affairs
Coles College of Business Undergraduate Advising Office
ITS Customer Support
HR Benefits
Strategic Security & Safety

The Customer Service Council continually seeks individuals to serve as inspectors. If you are interested, please email customerfocus@kennesaw.edu.

 

 
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