Temple Times Online Edition
    OCTOBER 13, 2005
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Adamany praises customer service, pushes for even more

President David Adamany spoke to Temple administrators and faculty on Thursday, Oct. 6, during a workshop, “The Role of Customer Service in Higher Education,” cosponsored by the Division of Student Affairs and Department of Human Resources, as part of Customer Service Awareness Week Oct. 3–7.

Adamany highlighted Temple’s explosive growth in student applications and enrollment during the past five years as indicators of quality customer service at the University, a priority of his administration since the implementation of the Performance Development System in 2003. He added, however, that administrators, faculty and staff could take further steps to better serve students.

“We must continue to promote good customer service and show that Temple is a good place not only to study, but to be part of,” Adamany said. “Even though we’re a large place, students should know that Temple University — every department, every office — cares about them.”

Before concluding, Adamany praised Student Affairs as exemplary in its embrace of monitoring and improving customer service. He noted that the division has used mystery shoppers, focus groups and surveys to evaluate if its departments are meeting student needs.

After Adamany’s remarks, a panel of Temple administrators shared methods they have used in their areas to boost customer service. Participating were Michael Duncan, vice dean for clinical operations and chief executive officer of Temple University Physicians; Jim Degnan, director of the Measurement and Research Center; Theresa Powell, vice president for Student Affairs; and Peter Jones, vice provost for Undergraduate Studies.

Student Affairs hosted an event focused on customer service each day last week, including a recognition luncheon for behind-the-scenes staff, a student appreciation day and other workshops. For more information, visit www.temple.edu/customerservice.

- By Ted Boscia