Taking customer service to the next level at YSU

Can you smile and talk at the same time?

It’s a customer service skill worth practicing, said Rosalyn Donaldson, YSU’s manager of Training and Development. “When you smile, it conveys a friendly and positive attitude. It’s a nice approach when you’re welcoming a customer to your office in preparation to serve them.”

Donaldson recently discussed ways to expand and emphasize customer service on campus as part of “Customer Service – the Penguin Way,” a new training program by the YSU Office of Human Resources for YSU employees.

“We want to create a climate of customer service. It is the lifeblood of who we are as an institution,” Donaldson said, noting that exemplary customer service is an integral part of YSU’s 20-20 Strategic Plan. “I think we’ve created a program that will help us to put a renewed focus on customer service in a fun, competitive atmosphere.”

The next session of the course for YSU employees is March 2, 9 to 11:30 a.m. in Kilcawley Center. To register, visit the registration page.

The course was custom designed for YSU by David Rust, president of a Cleveland-area business-consulting firm called Coaching Solutions. Discussion topics – such as phone etiquette, caring for the irate customer, defusing anger and email tips – were based on suggestions from university administrators.

Participants are encouraged to work in teams, discussing their own positive and negative experiences with customer service. There is also time for brainstorming on ways to improve service and to resolve recurring interpersonal problems in the workplace.

Christina Hardy, director of Career and Academic Advising, remembered how a YSU parking attendant took the time to help when she encountered parking permit issues as a new employee on campus. “That one person made such a difference for me, and I was so grateful,” she said.

Danny O’Connell, director of Support Services, talked about a recent conference he attended at Notre Dame University. Every person he met, both on- and off-campus, greeted him with, “Welcome to Notre Dame.”

“That jumped out at me,” he said. “Everywhere we went, people seemed so proud to be there. It was contagious. It made me feel excited about being there, too. It would be so great if we could build that same kind of pride and excitement with everyone here at YSU.”