IADS Customer Service Project

Needs Assessment
Wednesday, November 16, 9:00-11:00, 210 Donhowe
How do you determine what services to deliver? How can you ensure customer needs are being met? Conducting a needs assessment is a valuable way of identifying customer needs in order to maximize success. Participants will define needs assessment and discuss when to initiate one, learn a process for conducting a needs assessment, discuss techniques for information gathering and explore the different types of questions and the value of each method.

Team Service
Friday, November 18, 9:00-11:00, 210 Donhowe
This customer service training session will explore how staff members can work together within their units or partner with other units to provide great service to the University community.

Delivering Great Service
Wednesday, November 30, 8:30-11:30, 210 Donhowe
Review the University's Service Philosophy in this workshop and build on your communication and problem-solving skills! Learn ways of providing approachable, responsive and timely service to your clients/customers!

FISH!
Wednesday, November 30, 1:00-3:00, 210 Donhowe
Through video and discussion, participants will be introduced to the FISH! service philosophy used by the world famous Pike Place Fish Market in Seattle. Explore how these four principles can be applied at the University of Minnesota.

So HELP Me!
"So HELP Me!" takes a fresh look at customer service by showing the direct connection between a supervisor's behavior and the way employees treat customers. when employees are listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they're doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.

http://www1.umn.edu/ohr/adp/supv/cinema.htm