This-a-way

That-a-way
We got skills. Customer service skills.
UC 420 Etiquette
Meetings
That is so (in)appropriate!
100
They are located on the UC fifth floor, just one floor up. You can ask the front desk, and they'll direct you to the right staff member to talking about your meal point status and your roommate situation.
"Where is Student Housing and Residential Education (SHARE)?" also acceptable: "Where can I check my meal points status?" "Where can I go to talk about my housing assignment?"
100
Students, Families, Faculty, Community Visitors, Pretty much anyone who approaches us.
"Who are our customers?"
100
Please leave it closed at all times, unless you are aware that staff will be coming in and out. You have swipe access 24/7 to accommodate this staff preference.
"What is the door?"
100
Besides SLE, this is the other department that has professional staff located in the 4th floor. Often people will wander around the floor looking for meetings with their staff. The fourth floor is a community and we partner with and support this department whenever possible.
"What is the Cultural Centers?" also acceptable: "What is the Intercultural Center and the Gender and Sexuality Center?"
100
Wearing a low cut spaghetti strap tank top on the job.
"What is inappropriate?" **Remember: you are in a professional environment and revealing clothes can be a distraction and make people feel uncomfortable. If you are unsure if an outfit is too revealing, bring a light sweater just in case and then ask your supervisor if your outfit is okay.
200
You'll find them on the third floor, this is a new department students visit to reach their full academic potential.
"What is the Center for Academic Student Achievement (CASA)?" also acceptable: "I have an appointment with my academic advisor." "Where can I go to help with my chemistry class?"
200
It should be friendly, helpful, and accurate, going above & beyond whenever possible.
"What type of service does our customer deserve and expect?"
200
Trash is only picked up on this day of the week. Please throw all food, especially perishable items in the UC 4 lounge trash can so the suite doesn't smell or attract bugs.
"What is Wednesday?"
200
I can gladly help. It might be in UC 402/403, 414, 415, or 421. There is a tv screen located in the hall that lists which meetings are occurring on this floor today. I can also check the University events calendar website to see if it's listed there.
"I have a meeting on this floor but I'm not sure which room. Can you help me?" or "Can you help me find the group I'm supposed to be meeting?"
200
Smacking gum while talking to a customer so your breath stays minty fresh.
"What is inappropriate?" **Good breath is appreciated, but save it for your break, or better, eat a quick mint. It is unprofessional to chew gum in front of customers.
300
No, unfortunately, that's not us. You'll have to walk up to Lone Mountain, through the main entrance. They are directly down the entry hall. Here, this map will help you find your way.
"Are you one-stop?" also acceptable: "Can I add/drop a class here?" "Can I meet with a financial aid advisor?" *We are not one-stop*
300
Smile naturally. Leave your drama outside the door. The customer should never know you are having a bad day. Customer service is not about YOU, it's about them.
"What is the number one rule of good customer service?" also accepted: "What do good customer service professionals do?" "How should you act on the job when you are in a bad mood?"
300
Thank you for calling the Division of Student Life. This is {insert name}, how may I help you?
"How do you answer the phone if you are covering the front desk?"
300
Greet the visitor and ask their name. Politely let them know that you'll let him know you are here. Walk back to his office and let him know who has arrived. If he is in a meeting, don't bother him or knock. Return to the front and let the guest know he will be right out or that he is still in a meeting but will come to get you after the meeting. Direct the guests to the orange chairs or the lounge if they would like a place to sit. However, if Peter Novak comes to the office, he can let himself back without approval.
"What do you do if someone comes to the front desk to meet with Greg?"
300
Walking a parent and prospective student all the way to Koret because they are confused by the map.
"What is appropriate?" ** Good customer service sometimes means going out of the way to give excellent assistance to customers. If you are not covering a desk, it is always a good idea to go above and beyond, just taking 5 extra minutes to give a customer an outstanding experience.
400
That's right. They used to be on third floor, but as you can see, we have some construction going on there! They are now located on the UC fifth floor, just one flight up.
Where did public safety go? also acceptable: where can I buy a parking permit? where can I get a MUNI pass (after tabling ends)?
400
The best way to respond in this case is to stay calm, listen actively, and not send the customer on a "runaround". If you cannot help them, find out who can. Use the computer and useful websites like the online director of usfca.edu to obtain the information that will help them. Call an office to make sure it is the right place before you send the customer there.
"How do you respond to an angry customer?" also accepted: "How do you answer questions for which you do not have the answer?
400
Student Assistant says: Yes, I'd love to! I am working on a task for my direct supervisor, but I can easily accomplish it from the front.
Heather asks: Can you cover the front desk for me while I go to lunch and a meeting from 12-2pm?
400
Are you a student organization leader? If so, you can use the new reservation system, "Event Management System". Pro Staff and Student Organization leaders have access to request rooms through the Events Management & Guest Services webpage.
What do I tell a student who comes to the desk and asks to book a conference room for a meeting?
400
Being a good time manager by wearing your basketball clothes to work so you don't have to change after work before the intramural game.
"What is inappropriate?" **You never want to look sloppy when helping a customer. When you commit to your work schedule, you are committing yourself to that time as priority above your gym/other personal activities.
500
Yes, they have permanently moved from the UC third floor, my apologies for any trouble this has caused. They have temporarily relocated to Gleeson 4th Floor for the summer 2012. We can gladly connect via telephone with them for you while you are here in case they can answer your questions that way.
Where did the Leo T. McCarthy Center go? also accepted: "Where is the McCarthy Center?" "I'm interested in learning more about the Masters of Public Affairs."
500
This man said, "We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better."
"Who is Jeff Bezos, CEO Amazon.com?" *** And for the the daily double (500 bonus points), explain what this quote means for service on the 4th floor. Why is this quote important for us?
500
This is something you cannot do without permission from the front desk. If you need something, please let us know and you can borrow it as long as you give it back. If there is a basic item you need more regularly, talk to Heather and she may be able to order it for you. Items go missing way too often and this is not okay.
"Can I have that stapler / 3 hole punch / scissors on the front desk?" "Can I just take items from the front desk for my needs?
500
You can put up a computer-typed sign with blue tape that reads "Meeting in progress, please be quiet". Signs can be placed in the hall ways and stairwell leading up to the lounge. You can also kindly help the meeting group by letting nearby students and staff to keep the floor quiet for the duration of the meeting.
"How can I help out a group who is meeting in the lounge on a busy day?" also accepted: "What should I do if a group is making a presentation during a meeting in the lounge?"
500
Telling your coworkers about your weekend using colorful language because there are no customers anywhere around so no one will hear.
"What is inappropriate?" **This may seem obvious but this one happens all the time. Using bad language or telling inappropriate stories at work is never a good idea for a few reasons: 1) you never know who might hear them, if a customer is within earshot but has not approached you, it may be because they don't want to interrupt the story. Use of four letter words is entirely unacceptable in a customer service setting.
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