VCU’s Division of Administration is launching a new customer service campaign aimed at improving the experience for community members who interact with division employees. The “Make It Amazing” campaign empowers division employees to proactively solve problems and demonstrate exceptional service with each and every interaction.
The genesis for “Make It Amazing” came from a pair of surveys conducted last spring. They first gauged perceptions about the service experience offered by each of the division’s major departments and the second examined employee engagement throughout the division, which includes facilities management, safety risk and management, human resources, parking and transportation, police, real estate services, and technology services.
The VCU Survey and Evaluation Research Laboratory conducted a customer satisfaction survey of randomly selected students, faculty, and staff on both the academic and medical campuses in April. More than 850 people responded on both campuses with about half of the responses from students and half from faculty and staff, with the highest customer service experiences reported for technology services, police and safety and risk management. The division next conducted a survey to gauge engagement levels of division employees. The survey was conducted in late May and early June and 371 division employees responded. Levels of engagement reflected national trends. Finally, in June, the division’s leadership team participated in the Disney Institute’s Approach to Quality Service Program.
Division leaders used the results of both surveys and takeaways from the training program to begin mapping out a campaign to improve customer service across the division and increase employee engagement. “Make It Amazing”, is a two-pronged approach to focusing on providing exceptional customer service, better engaging employees and providing them the resources and support they need to be successful. The campaign is ever evolving and relies heavily on input from both division employees and the VCU community.
“We want to provide our employees with the tools they need and empower them to make decisions independently following our service values of safety, respect, ease and efficiency,” said Meredith Weiss, Ph.D., vice president of administration. “In doing this all members of our team at every level will be able to focus on exceptional customer service with every single interaction.”
As part of the “Make It Amazing” campaign, the division welcomes and encourages feedback. Please let Administration know how an employee has made it amazing or where service has fallen short at https://goo.gl/forms/qBUuyFP9iZqa41IU2.