‘Make It Amazing’ Customer Service Campaign Launches
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 primary departments and the second examined employee engagement throughout the division, which includes Facilities Management, Human Resources, Parking and Transportation, Police, Real Estate Services, Safety and Risk Management, and Technology Services.
Make It Amazing is a two-faceted approach, focusing on exceptional customer service with engaged employees and providing those employees with the resources and support they need to be successful.
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 the balance 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 study 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-faceted approach, focusing on exceptional customer service with engaged employees and providing those employees with 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 us know how an employee has made it amazing or where service has fallen short.