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Student Assistants: The Face of Customer Service

Student Assistants: The Face of Customer Service. Kim Diawara – University of Colorado Boulder Jeanne Breiner – Colorado State University Kendra Heinrich – Metropolitan State University Denver . What we hope to accomplish today!.

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Student Assistants: The Face of Customer Service

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  1. Student Assistants: The Face of Customer Service Kim Diawara – University of Colorado Boulder Jeanne Breiner – Colorado State University Kendra Heinrich – Metropolitan State University Denver

  2. What we hope to accomplish today! • Open discussion of our recruitment, training, and continued support of student assistants • Feed back on your experiences • Learn something new

  3. Overview of Our Process • What office are you in? • General Student Duties • Number of Student Assistants

  4. Hiring Process • How do you advertise positions? • What requirements do you have • Work study award • Office skills • Hire for specific job or general office • Do you interview? By phone or in-person • Background checks required? • New Hire paperwork – how do you handle?

  5. Setting Schedules • Do you hire for specific times during the day? • Office hours • Phone hours • Does student set their own schedule? • Do you set the schedule? • How do you determine coverage?

  6. Setting Expectations • How does the student know what is expected? • Job performance • Attendance • Dress code • When there is no work to do – then what

  7. Scheduled Meetings • How often? • How do you schedule? • Days / times • Are there goals for the meetings? • What is typically covered? • Professional development?

  8. Training • Who does training? • How do you train? • Do you cross train with other departments? • Do you require FERPA? How is it completed? • What systems do your students access? • Student Information System • Imaging • Others?

  9. Duties • What are the typical job duties for student assistants? • Phone bank • Front desk • Imaging / capture • Process transcripts (Registrar’s Office) • Process credentials (Admission’s Office) • Test Score near match • Process Mail • Filing

  10. Rewards • How Often? • Potlucks • Birthday clubs • Courtesy transcripts • Finals survival bags • Resume of Skills acquired

  11. Results • Dependable/Reliable Students • Mutual Trust • Students feel valued, engaged, want to return year after year • Make staff perform better • Professional office experience • Year end performance evaluations • Student Feedback on experience • SUCCESSFUL YEAR!!

  12. THANK YOUHave more questions? Feel free to contact us! • kim.diawara@colorado.edu • kheinri4@msudenver.edu • jeanne.breiner@colostate.edu

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