[ skip to content ]

Customer Service

  • What is good customer service?
  • What are ODU's Strengths and Weaknesses as related to customer service?
  • How do we get to good customer service in the context of the institution's mission, i.e. distance learning, military, etc?
  • Everyone on campus should consider themselves as educators and everyone should consider ethics when dealing with students, parents, peers, etc.
  • Who are our customers?
  • FERPA should be considered in discussions about customer service.
  • There should be on-going training (maybe required for performance evaluation) and scheduled customer service training for new employees.
  • How do our current policies and procedures affect customer service? Are there policies and procedures that contradict good customer service?
  • Are there policies and procedures that are contradictory to other area's policies and procedures?
  • We should look at best practices in customer service such as JMU and CNU.
  • Maybe there should be a university policy and procedure manual on providing good customer service.
  • Maybe there should be an award system for good customer service.
  • The policy should be that customers should be sent to no more than 1 step for resolution of a problem.
  • Everyone is responsible for retaining students...and as Acting President Broderick said "People know the whole from the part they see."
Students at Work
Chair September Sanderlin
Steering Committee Representative Alice McAdory
Data and Assessment Committee Representative Worth Pickering
Committee Members Donna Meeks
Chariety Brown
Stella Mims
Jennifer Mullen
Chiketta Lane (graduate student)
Patricia Hinton
Taniya LeGrand
Michelle Davis (student)
Paula Jamison
Doug Brady (student)
Stuart Frazer
Teresa Darrow (student)
Karen Travis
Velvet Grant-Johnson
Kimberly Tufts
Cheryl Foreman
Elizabeth Batu

Minutes, Meeting Dates and Agenda

  • Wednesday, September 10, 1:00 p.m - 2:00 p.m.
    • Minutes
  • Tuesday, September 30, 1:00 p.m. - 2:00 p.m.
    • Minutes
  • Tuesday, October 7, 1:00 p.m. - 2:00 p.m.
    • Minutes
  • Tuesday, January 13, 2009, 3:30 p.m. - 4:45 p.m.
    • Minutes
  • Tuesday, February 10, 2009, 3:30 p.m. - 4:45 p.m.
    • Minutes
  • Tuesday, March 10, 2009, 3:30 p.m. - 4:45 p.m.
    • Minutes
  • Summary

Related Data

  • Strategic Customer Service Proposal
  • You're Friendly Neighborhood Instructor, The Chronicle of Higher Education, January 31, 2007.
  • Creating a Culture of Positive Reinforcement
  • Gude, Leonard, How Do People Help You Develop a High Performance Operation
  • Old Dominion University Current Options for Employee Recognition, April 2, 2007
  • Old Dominion University Quality of Work Life Proposal
  • Oppermann, Steve, What I Have Learned About Supervision (Mostly the Hard Way), 2008
  • Meeting & Recommendation Summaries