Customer Service Stories

Ruth Bruckert

She often receives phone calls from the campus operator, but often not a question she can resolve.  Ruth will provide her phone number to the recipient prior to the re-transfer to make sure that if the person that Ruth connects to isn’t correct, that they call back and she can help them find the person they need to speak with.

Robyn Whipple

A student called trying to receive transfer credit for a class they had taken here at Utah Tech (formerly Dixie State).  The student was asking for a syllabus, but the instructor wasn’t on campus.  Robyn found a syllabus of the same class taught by the same instructor and asked if the student could use that and to let Robyn know if there was a problem and she’d find the syllabus, but it would take longer.  Then she kindly reminded the student of the need to “forward”, not “reply” to her email to submit it for the transfer credit.

Leslie Twitchell

Had a student with life issues call up and unload emotionally about concerns with a class, requesting a new instructor.  Leslie listened to everything that was said, then told the student she would call  back to make sure that a resolution would be received.  Leslie contacted the Department Chair and briefly explained the concern and summarized the “unload.”  There wasn’t another section of the class to change to, but the faculty did reach out to help address the concern.  When Leslie did call this student back later, the issue was being addressed even though another instructor wasn’t possible.  Example of compensation:  allow the student to be heard even though the request could not be granted.

April Ficklin

I had a young man on crutches stop in the day after my training to ask where he could get a parking pass.  He explained that he was trying to park closer since he broke his ankle.  Originally, I planned to send him over to the parking office, but I realized my maps were out, so then I had to print more maps.  I grabbed my customer service notebook, and then realized I needed scissors, and then realized that I wasn’t sure how to spell Valerie’s last name.  When I got back with the maps he asked, “Could we just call them?”

What a brilliant idea.  “Yes, come sit down by the phone and I’ll get parking on the line,” I responded.  Parking explained his options.  I asked if he had a plan when the call ended.  He said yes, he was going to wait until Monday when he’d get a handicap parking pass from the Dr.

Leslie Twitchell

Over the past year, CHASS has experienced several changes in departmental administrative assistants. Each one of the admins has stepped in at one point or another to train, welcome, and mentor the new hires. They also took on additional responsibilities during times when a department is missing an admin. The teamwork and friendship these amazing admins have shown toward each other is remarkable.