Watching the video and comparing the situations to our office was helpful. The program was a great reminder of the quality service role of our office. A maximum of fifteen participants are trained per session. One of the most positive results of the training has been that NMSU staff and faculty have found it beneficial to interact with members of departments other than their own. No more than two staff members from each department should attend the same session.
Participants attend a series of three, two hour sessions over a three week period.
Each session includes viewing a video which contains short vignettes representing customer service situations in a university setting. Following each video segment participants discuss the service concepts presented. A facilitator guides the group discussions.