Provide Exceptional Service by Setting Realistic Expectations
Provide Exceptional Service by Setting Realistic Expectations
Our offices are called upon to get things done: yesterday – even if we haven’t been provided with what we need to fulfill the request. How is this behavior and (sometimes) unobtainable expectations impacting you, your team, and your operations? Learn how the EmoryCard team has put best practices in place to establish clear service requirements that ensures our campus partners understand what steps they need to follow for exceptional service.
Discussion Questions
1. Are you doing any level setting with your campus partners related to their expectations of what (and when and how quickly) you can provide?
2. Are you noticing changes in your staff wellness and morale at certain times of the year? What are you doing to address those changes and put them first?
3. Are you tracking implementation changes and how they impact your team and campus partners?
Two things attendees will know or be able to do by the end of your presentation
1. Our customers cannot dictate our operations – we control how we get our business done and in turn the expectations.
2. Level setting (and sometimes saying no) will help campus partners understand (and hopefully begin to respect) the importance of our work.
Facilitators:
Ashley Hoskins, Emory University
Kim Pfeffer, Emory University
Related:
Providing Exceptional Service by Setting Realistic Expectations
Lollipop Moments: The Importance of Sharing Key Experiences
