February C-MACS
It is a great thing to watch a committee work out solutions to big questions. The C-MACS committee is doing that now as we study Fondren Library’s customer service. In the last month members looked at the customers served by their departments. The committee has members covering almost every aspect of Fondren.
They analyzed the Customer Persona: Who are they? What do they want? What do they need? What are the challenges? What is unique about them?
At the February meeting the committee analyzed the Undergraduate and Graduate Persona. The committee will next build a Fondren-wide persona from the findings. It is a time consuming process that requires C-MAC to hold a special two-hour session this month to finish with persona such as Faculty, Staff and others.
This analysis will then be used to determine what customer service training the staff can use to do an even greater job that we already do.
We so appreciate the guidance from Melinda English of Rice HR.
Last month I missed writing about the good work Joe Goetz and Debra Kolah did finding stories of great customer service. Sometimes we may have doubts about our customer service but the 2017 Survey of All Students gave us high marks. Every department has stories to tell from customers at all levels. I especially enjoy the words used over and over to describe us: tenacity, focused, knowledge of job, getting things done, proficiency, dedication, optimism, enthusiasm, flexible and responsive.
It is important to keep gathering these stories of success. The DMC and Kelly Center gather feedback from their sessions. Fondren 101 includes a feedback survey. Did you know we even have reviews on Yelp?
Keep sharing stories of good work by the staff.
—-Bill Coxsey