Leading with Quality Service
New to the institution and faced with a poor reputation for customer service the EmoryCard Team and I embarked on a journey of service enhancement – including a training visit to the ‘Happiest Place on Earth’ to learn how to lead with quality service. With content adapted from that training, you will find that it is possible to achieve exceptional service! Take a ‘ride’ with me to identify touch points, design service, identify your purpose and quality standards, and understand your customers.
- What is your department’s Purpose?
- What are your department’s Standards?
- Do you recognize any of these themes in your department’s service delivery?
- Do you feel these principles are implementable?
Kim Pfeffer, Emory University
Kim Pfeffer has been involved in card services since 2007 in positions at both Thomas Jefferson University (Philadelphia) and Emory University (Atlanta). Kim began her career as a Fraternity/Sorority Advisor and has served in various roles in higher education over the past 20+ years. Kim is a current NACCU Board member after serving as Chair of the NACCU Professional Development Committee, a member of the NPI Faculty, and is a key contributor to the NACCU Onboarding Guide.
As the only association that specializes in the campus identification and transaction industry serving the national and international campus card community, NACCU is dedicated to high quality educational programs, resources, services, and tools. The NACCU community offers its members networking, partnerships, leveraging technology, problem-solving, insight sharing, and professional development.
NACCU membership is open to all colleges, universities, secondary institutions and companies that are involved with the campus card market. Learn more and join the community at https://www.naccu.org