La Trobe University’s Customer Service is in no hurry to slow down with a number of exciting initiatives underway all aimed at increasing student satisfaction underpinned by staff satisfaction. As a result of the new online feedback button created last year over 390 customer service champions were recognised and 514 compliments, suggestions and issues were raised.
Currently in stage one, the Student Mystery Shopper Program has employed 15 students to review all customer-facing areas. While the process improvement team, supported by 50 process improvement champions and over 200 experts positioned across the organisation, has published 400 new processes and actioned 68 process improvements for 2017.
In February this year, you will see more staff supporting our orientation activities as part of an overall strategy to improve student experience and create a more personalised, responsive and agile environment. 100 staff including Vice-Chancellor Professor John Dewar, Deputy Vice-Chancellor (Academic) Professor Kerri-Lee Krause and Vice-President (Administration) Natalie MacDonald will be volunteering during orientation peak periods to increase student satisfaction. There will also be additional marquees and service desk pop ups to support staff and student touchpoints during busy periods.
If you would like to be part of our work to improve our customer service, we encourage you to register your compliments, suggestions or issues on the feedback button found on the intranet or website homepage. You can also learn about the customer service charter by viewing it online.
Please contact Program Director, La Trobe University Customer Service Ben Oxford for more